Allow technician to view requests only in their group
Hi, We have several technician groups. Is it possible to allow technician from certain group to view requests only for their group?
Allow all to view projects
We really have the need for everyone in our department to view the ongoing projects. Is there a way to give all the technicians (even if just read only) permission to view all the the projects?
Life Cycle and Approvals
Hi, Liking the new look to v10 of the Service Desk. We're looking at the Life Cycle section, and creating flows for different ticket types. If there a way that at a certain point the agent is presented with the "Request Approval" option, or the action in the top right hand corner of the ticket page just has "Request Approval" as the only selectable option ? What we're looking at is a life cycle for a new company mobile phone. Part of that would be to require approval from our Ops Management Team.
ServiceDesk Plus Service Request Workflow Automation
Hello, We are running build 10004. We have imported the manager to the "Reporting To" field of our users. What can we do with it now? 1. "Reporting To" doesn't seem to display on the ticket 2. Under the Service Templates "Workflow Automation" tab it doesn't seem to automatically spring approvals. (Even though the configuration appears to be set to send approvals automatically.) There doesn't seem to be any documentation for Workflow on Service Requests.
how to integrate manageengine servicedesk plus wth sharepoint 2016
Hello , i would like to know how to integrate Manage Engine Service desk plus with SharePoint 2016 . so when the requester open a request its creates a link in SharePoint + place to save the files. please check the attachment for the example
Asset Register
I need to set up an asset register from an suppliers XLS spreadsheet, is it possible to map the columns into the asset register area?
Help with API Attachments + Powershell
Hi All- For the life of me I can't get attachments into a ticket via API. I can do it with Postman and can create other request with API just not attachments. I keep running into responses that there is no file being upload. Does anyone have a working Powershell example I can check out? Thanks in advance for any help!
Automated notification for Requesters?
I know Automation can be used to trigger messages to Technicians but is there any way of using Automation to send messages to individual requesters?
[SOLVED] Report showing not assigned in certain category
Hi, I'm facing for problem in generating report where some results show not assigned. Kindly advice on this matter.
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[SOLVED] Can't restore data from backup
Hello. Can't restore data from backup. Service desk version:10.0 build 10008. Hosted on: CentOS Linux release 7.5.1804 (Core). I want move SD on other server. I backup data and move on other server. When i start restore, process is frozen. I try more time, but everything was the same: https://i.imgur.com/MSzFX4i.png. Can you help me? Thank you.
Export Project Tasks?
I am looking for a way to export Project Tasks to Excel or CSV in order to send to an outside party. Basically, a CSV of the data from /ProjectAction.do?submitaction=ViewProject&fromListView=true&projectid=XX Is there a query I can put in reports to get this list as exportable?
Mail Fetch Crashes when Multiple site related emails are added to original email
We have a number of customers who email multiple group/site emails when they submit tickets to us. This has never been an issue, but we upgraded to 10008 this weekend and now its causing mail fetch to crash. I have to clean the original email from the email box and restart mail collection. We were previously on 9425. This has never been an issue in our system prior and other than upgrading to 10008, we have had no changes to the installation.
[SOLVED] SSL and week cipher Vulnerabilities detected on the asset explorer agent
We are detecting that the agent is using weak ciphers over port 9000. How do I fix this. SSL Connection: Server Vulnerable to Bar Mitzvah Attack 9000 / tcp unknown (SSL) Instance Data Vulnerable to Bar Mitzvah attack. SSL connection supports the following SSL/TLS RC4 ciphers: RC4-MD5 - SSLv3 RC4-SHA - SSLv3 RC4-MD5 - TLSv1 RC4-SHA - TLSv1 RC4-MD5 - TLSv1.1 RC4-SHA - TLSv1.1 RC4-MD5 - TLSv1.2 RC4-SHA - TLSv1.2
[SOLVED] Cannot login to the web console
Hi, I have a SDP ver 10.0.7 Linux version and now noone of my users include administrator cannot login to the web console. I dont understand what happend. I can send logs if needed.
Login default Domain ?
Hi. I have in the login form 3 domain options for the users (AD, Workgroup and Local).Can I select the "AD" as default because the most users are in the AD, and they "don´t know" that they have to select that.Thank You.
Bulk Edit of Tickets
Hello, I need to bulk edit tickets, attached is an image showing the bulk edit screen and I was wondering how I can populate the "Group and Technician" fields on this screen so we can pick from the drop down. Thank You for any help. Jerry
Keywords
Hi All, Can anyone tell me are the keywords associated with solutions case sensitive. i notice in the example it does have one word with a capital letter at the front and the rest of the words all in lower case. I just want to ensure that the solutions are as easy to find as possible and based on experience from users some use capitals and others use all lower case. Thanks in advanced Luke
Custom Login Screen Not displaying after saving from inbuilt designer
Good Morning, This morning i upgraded our instance of SDP to the latest version (10008) and noticed that there was a feature to allow you to customise the login screen using a inbuilt interface. I have done this by modifying a few of the colours and adding a little bit of extra text but left everything else as it is. The preview was displaying the screen exactly as i would like it to display. I have then saved these changes and logged out and now rather than displaying a login screen it just displays
Tickets not effected with the new sites SLA
Dear Team, I recently have create a new sites in Manage Engine service desk plus version 8.1.0.but when I try to change the ticket priority the ticket not effected with the new priority (SLA) and the due date not changed please help. Thanks
Populate Site to the Incident from Email
Is it possible to get the Requester's site to populate in the request when submitted from email based on what is on the requester's profile? It populates the other user information but the site information is undefined.
Survey Email Configuration
Running ServiceDesk Plus Build 10006. For the request-based survey, an email goes out to the requester when a call ticket closes. Before we upgraded, the $SurveyLink would just send the link to the survey. After the upgrade to 10, it adds a second link for "Skip Survey". Is there a way to turn that off so it only sends the survey link? In our environment, if someone doesn't want to take the survey they just delete the email. Thanks!
Add a figure in Rule drop down list figures
Dear Team, I would like to add SITE as a figure to Rule drop down list figures ( in attached ) could you help me to resolve this issue , I'm using Manage Engine service desk plus version 8.1.0. thanks in advance
Script Master - 12: How to automatically create multiple tasks in a change request with a configurable JSON file.
Hello everyone, Last week, we learnt how to create multiple child requests from a parent request with a configurable JSON file. This week, you will learn how to automatically create multiple tasks within a change request using an API call, based on the change template chosen. Store the details of the tasks in a JSON file and provide the input to the API call. A message with the ID of all the tasks created through the custom trigger is shown in the history section of the request. Refer the comments
Service Desk Plus First Time Setup
Hi, I have download Service Desk Plus and I am trying to configure it for the first time. can someone please provide me with step by step configuration which needs to be done. I would like to configure Standard version. 1) Incident management 2) Self Service portal 3) Knowledgebase 4) SLA management 5) Help Desk Report Thanks in advance for the support. Thanks & Regards, Mohammed Afroz
Change Workorder ID in an active system
I have been resetting the ticket number to the following format year and sequential. Example is 20191900. I am currently at Version : 9.4 Build 9423 on SQL Server 2014, I have used an SQL script for the past 3 years to change the first 4 digits of the ID to set the new year. It has worked without issue for several years, I would stop the services, run the script to inject a workorder, reboot the ServiceDesk server to restart all services. Normally the next ticket to be created would be the next in
ServiceDesk Plus 10008 Released
Dear Users, SDP 10008 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed Requests : SD-66023 : Unable to search/view a shared Request using the global search option. SD-70453 : Priority of a request is not updated as per the values set in the priority matrix if the request is created via mail. SD-68698 : Priority-based business rule does not work if the request is created by a requester who cannot set the
System Update Notifications not working
I have the Internet Connectivity error for System Update Notifications. We do not have any proxy, and I can access https://creator.zoho.com from my web browser. Please assist?
[SOLVED] Upgrade from 9425 to 9426 and 10002
Hi team! I'm trying to upgrade from 9425 to 9426 to try to upgrade to the latest version but when I've stop Manage Engine Service and open UpdateManager.bat, Java do nothing and java is not opened to select upgrade package. I had Java 8 update 191 and always working. I've tryied to downgrade to java 7 update 45 and is not working. Please I need help Thanks
email keywords
When a ticket is created thru email, can keywords be added to complete specific fields? IE: technician category priority
Request advanced search criteria
With version 10006 (don't know the last that worked) we don't have criterias to create an adavanced search. Is just us? Will version 10007 correct this? Thanks
ServiceDesk Plus 10007 Released
Dear Users, SDP 10007 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Behavior Change SD-73515 : Under Admin >> Mail Server Settings >> Outgoing, an alert message will be displayed when the primary server has connectivity issues. Meanwhile, emails will be sent through the alternate mail server (if configured) until you save the mail server settings again or restart the application. Issues Fixed Vulnerability : SD-74131
ServiceDesk Plus 10004 Released
Dear Users, SDP 10004 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Behavior Change: SD-74683: Specify which users (Ticket Owner, Requester, Editor, or Approval Sender) can receive system notifications on individual request approval actions. You can also disable the these notifications. Note that the Notify approver sender for approval actions option will now appear as Notify the following users when an approval action
Change Request: Everyone can change the ChangeApprover?
Hello, we want to create some CR Templates. Also the Change Roles should be pre-defined for each Template. So far, so fine. But when a "CR-Technician" opens the template he is able to change the Roles (ChangeApprover, LineManager, Implementer, Reviewer). This option gives the technician the possibility to change the approver to himself and then he could approve his own change.. In the Field & Form Rules I can disable almost all fields but not the Roles Fields... Is this correct? Or a bug? Or a feature?
ServiceDesk Plus 10006 Released
Dear Users, SDP 10006 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html New Features SDF-74365 : Expiry and Review Date in Solutions Configure expiry date and review date for solutions to make sure the solutions are validated and updated periodically. SDF-35631 : EWS Support Use Exchange Web Services to connect to an exchange server for mail fetching. Please refer to the below link for the steps to install the patch.
Unable to query for survey results
We recently upgraded to 9422 on Nov 3 and are unable to query for our survey results after this date. We are able to view the scores in the "Survey Results" module under the "User Survey" section in the Admin tab. We are unsure where the disconnect is, we have been using the same query to report on survey scores for some time (out of an MSSQL database - query below). select wo.WORKORDERID "Request_ID", aau.FIRST_NAME "Requester", ti.FIRST_NAME "Technician", dateadd(s,datediff(s,GETUTCDATE() ,getdate())
Business Rules - Prevent Repeat Triggers
Is there any way we can setup a business rule so it only triggers once, rather than on every edit. Scenario: We've got a field on our templates for Escalation (Yes/No). On the request when escalation is set to YES an email is sent to various managers, but that email is sent on every subsequent edit of the request. What we need is the email to trigger only once. We're using.... Your Version : 9.4 Build 9411
ServiceDesk Plus 10005 Released
Dear Users, SDP 10005 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Issues Fixed: Vulnerability: SD-73855 : Improper server/client side validation vulnerability in an asset list view URL. SD-73965 : Privilege escalation vulnerability in contracts. SD-73966 : CSRF Vulnerability in POST operation of a certain URL in Reports. SD-74036 : Remote code execution vulnerability in imported XLS under reports. SD-73858 : Improper
Field and form rules
I am one of those who is trying to build a better onboarding request, and am struggling to make it work the way that I think it should. My current question is about field and form rules. I would like it if the Job Title field is hidden until a selection is made in the Department field, and then for the Job Title field to only contain titles that are relevant to that Department. I have created a field called Information Technology that has a dropdown of various job titles I have created an On Form
Notifications When Technician Enters Request
Is there a way to prevent notifications of new requests when a technician enters in a ticket themselves or if the request is already assigned to a technician? We have several technicians and most enter in a ticket manually, either while on the phone or at the end of the day. Anytime a technician enters a ticket in manually, they will assign it to themselves. There is actually no need for EVERY request to send an email notification to all technicians, especially if that request is already being handled.
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