Difficulty closing Request via Email or Bulk
Currently, our system is configured to require a phone number and an IP address to successfully close the request. This prevents me from selecting multiple tickets and closing them, and it also prevents me from closing requests via email. Please give me an example of an email that would close a ticket in such a case or point me to the documentation that covers such events. Much appreciated!
http https redirection does not work
hello when I go on http - website does not load when I go on https - website is working correctly how to do it, what would be redirection to https when logging in on http? I tried these options, but it did not help: https://helpdesk.manageengine.com/sd/AddSolution.sd?mode=viewSol&solID=174001
[SOLVED] Restrict http access
Hello! How can I restrict http access? And work only through https.
Does a template replace the subject line when using Business Rules?
I am thinking of building a template to apply only for a certain automated email that our ServiceDesk gets. It has the same Subject line cadence for every email "Termination Request: USERNAME" with username being unique in each email. I have a business rule for any emailed incident that starts with "Termination Request:" and right now it routes correctly while having the subject and description intact. I would like to apply a template that also sets the priority, changes a couple other unique drop
Incident Based on SLA -Status notification through Email or sms
Hi, I would like to know for all Incidents can we configure automatic periodically Status notification (Email/Sms) should go to the requester
Requests > Default Search doesn't return open calls
Requests > Default Search doesn't return open calls. I think this started when upgrading to SDP 10.5 Build 10506. Any ideas?
[Tips & Tricks] How to schedule PM tasks based on accounting calendar ( in week format 4-4-5 )
Requirement: Create PM Task during the last day of the month. Implementation: We can use the python script using the negate option. Steps: Create a PM Task, either periodic or daily schedule. Configure the attached script in Business Rules. Sample screenshot on PM task configuration Sample screenshot on BR configuration . Note: Download the attachment and remove the .txt from the file name, unzip the attachment, move "functions.py and pmtask_repeat_monthly.py" files to [ManageEngine\ServiceDesk\integration\custom_scripts]
Load entries for drop down field from external source
Hi, I'm loocking for a possibility to load a catalog of entries from an external source into a drop down field of a ticket form. Does anybody know a way how I could realise that? I tried it with java script an the addOption in the field & form rules but I'm not able to add new entries I haven't defined for this drop down field before. Thanks for your ideas! Best regards, Michael
User Conference
Hello, Will there be a User Conference in Canada, this year? I was not able to go to any outside of Canada.
Service Catalog Resources
We ran into an issue recently with Incident Fields having a limit on how many we can make. I've since learned the limit amounts, but I'm curious if Resources that are created in ServiceCatalog also have a limit? If not, then great. If yes, what is it?
How to create a SD Ticket from an email?
Is there a way to auto create a ticket for ManageEngine from an email?
Unable to get Requester E-Mail from CMDB API
This is worked some updates ago. on the versions 10506 & 10509 not. Also not working at http://beta.servicedeskplus.com/SetUpWizard.do?forwardTo=apidoc What I do: Admin - API - CMDB - "Get Requester CI Details using criteria" change to simple input data <?xml version='1.0' encoding='UTF-8'?> <API version='1.0'> <citype> <name>Requester</name> <criterias> <criteria> <parameter> <name compOperator='CONTAINS'>E-Mail</name>
[Tips & Tricks] How to show pop-up/alert users on ticket submission
In the request cycle, we would have come across several scenarios, where we need to alter the requester on form submission. Now the popup window/alter can be configured through Field and Form rules, the following sample workflow will provide an insight into this feature. Admin tab -> incident template -> FaFR -> on form submission and add desired text. The requester will get a popup when he/she selects the particular incident template from the list. Next - [Tips & Tricks] How to schedule PM tasks
ServiceDesk Scheduler
I want to start instituting ticket auto-assignment, but I don't want tickets assigned to technicians who are unavailable. I understand this is possible by applying schedules to the technicians in the system, but I cannot see the scheduler tab in ServiceDesk. We recently updated to 10.5 Build 10500. Is scheduler built into the system by default or does it require additional resources/licensing to view?
[SOLVED] "SD-76704" Attachments download .json
We are using service desk plus version 10.0 Build 10011. When a user replies to a ticket by email and adds an attachment, when trying to view the attachment from the portal it downloads a .json file. How do we get to the original file that was attached to the email? I have attached a screenshot showing what is downloaded and also that the system shows that the file is a .jpg with a size of 1856.31KB Thanks,
Custom task text with request properties
While configuring an incident template i can set up the tasks that it should have inside the workflow tab. But i can only specified static text for the task text, but what i need is set on each of these tasks a customized text with values of fields that were selected/established when creating the requests (also custom fields). Is this possible? Regards
Servicedesk Service Stops Occasionally
Hi Dear all I have a problem on Servicedesk Manage Engine 7018 that stops service occasionally, when I check windows event viewer the two record are exist: 1) Event Type: Error Event Source: servicedesk Event Category: wrapper Event ID: 100 Description: There were 10 failed launches in a row, each lasting less than 300 seconds. Giving up. 2) Event Type: Error Event Source: servicedesk Event Category: wrapper Event ID: 100 Description: There may be a configuration problem: please check the logs. The
Getting signed out of ServiceDesk constantly
We're using 10508. We've noticed that we get signed out of SDP constantly. For instance, when we leave at 5pm in the afternoon and come back at 8:30 the next morning, we have to always sign back in to SDP. Is this normal? We always check the "Keep me signed in" checkbox but that doesn't seem to do anything. We are using Active Directory authentication, but not using pass-thru. Just curious if anyone else has this issue. Thanks.
Beware of 10509 if you use https
Hi, Just upgraded from 10508 to 10509 and the custom http->https redirect we had in place was deleted. So if you use a certificate on your servicedesk server, you need to re-add the info in web.inf after the update - the server.xml is fine funny enough. And if you've forgotten the text needed can be found in the FAQ here: https://www.manageengine.com/products/service-desk/on-premises/faq/upgrade-installation-backup.html Just a heads up. /Rasmus
Custom Trigger: Change Verification notification
Similar to how there's a script to notify users to reply to pending tickets, is there a script available to send to change request roles after a ticket sits in a particular stage for to long? Ex: Once a ticket is deployed and is ready to be tested/verified, send a notification out after 3 days to remind techs to complete and close the ticket.
How define technician id by Key API ?
Hello! How define technician id by Key API ? For example: 1. User has Key for get API request from SDesk without login&password auth. 2. He wants to get all his own "open" Orders without login&password auth. Is there any methods identify UserID or technicianID by API key and get his orders by json? Thanks!
Custom notification rules based on group
Hi, We are using our Servicedesk system for several teams in the organisation. Requests are sent to different email addresses, which all end up in the same inbox, which is linked to ServiceDesk. In ServiceDesk, we separate the requests through business rules, assigning a certain Group to a request based on the email address it was sent to. Now we could like to customise the "E-mail acknowledgment to requester on submitting a new request" notification rule, so that the content of the email sent to
Configuration Management - to get the list of users enabled with service request approval permission / list of sites present in the application
This report returns all the users enabled with service request approval permission. SELECT aaauser.first_name "Approver Name", dpt.deptname "Department", sdo.name "Site", sd.jobtitle "Job Title" FROM srapproverdetails LEFT JOIN aaauser ON aaauser.user_id = srapproverdetails.approver LEFT JOIN aaacontactinfo ON aaauser.user_id = aaacontactinfo.contactinfo_id LEFT JOIN sduser sd ON aaauser.user_id=sd.userid LEFT JOIN userdepartment ud ON aaauser.user_id=ud.userid LEFT JOIN DepartmentDefinition
[SDF-70628] mandate custom field before Submit for approval
It there way to do subj? I want some fields to be filled in before sending for approval And without this fields 'submit for approval' must be negate
Port Number
Not sure if it just me but we have an on-premise hosted ServiceDesk Plus and to navigate to it we have to use the port number on the end of the url, is there any way around this?
How To Delete a Service Catalog Resource Question
Hi Pitstop, I am playing around with the Service Catalog and have created some custom questions inside a Resource. Eg: Choose the laptop model as a drop down? I want to make a change to this question; either delete it or make it a Check box? I cannot find the options to do this. The ability to change the type is greyed out. Can I delete and recreate the question? Where can it be done? Thanks, Brad
Technicians Unable to see some Requesters in SDP
Hello, When opening a ticket all of my technicians are unable to load a few requester's in the Name section of the ticket. They can find and open tickets for most requester's but some just will just not load for them. I know for a fact that the requester's are in our system and were imported from AD as I can see and pull them up when I create a ticket. I do have admin access to SDP and the technicians having issues do not. When I do open a ticket against the users they are having issues with I am
Email Command for technician to update or close ticket?
Is there a way to use the email commands where a technician can reply to an email about an incident assigned to him and update fields like you can when the ticket is created? I had assumed you could reply and use the @@STATUS=Resolved@@, but didn't seem to work. thanks
View Logged in Users
HI, Is there a way to view who is currently logged into Service Desk? I'd like to know when a regular user and or admin is logged into the system. I think this would be helpful if we need to perform maintenance on the server or update the service desk software itself. I have the following version and build number: Version : 4.1.0 Build Number : 4105
Domain/Network Scan attributes and relationships discovered
Hi, is it possible to know which attributes and relationships are discovered and automatically added in the CMDB during a domain/network scan? For example I know that softwares on a workstation or a server are automatically added as relations in the workstation after discovery. Thanks
Max number of asset reached
We are trying to mark 8x monitors as Items Received in the Purchase area so they get added as assets. It allowed me to mark some of the order as received but said I couldn't add the rest as we had reached a maximum for that asset? Unfortunately I'm unable to replicate exactly as it now shows the attached error instead when tyring to mark some more of them in that order as received again. Any ideas?
IT analytics in 90 seconds: Monitor assets' financial data at various stages of their life cycle
Ensure accurate financial records in your help desk by tracking assets’ financial data through every stage of their life cycle using Analytics Plus’ reports. If you're not already using Analytics Plus, download your free 30-day trial today.
Limit fields on the number of characters.
Hi,Team. The fields category subcategory and position are limited by the number of characters equal to 100. Also, naming a service in a service catalog is limited to 100 characters. More precisely, when creating an order, only 100 characters in these fields are displayed. How is it possible to remove this restriction? Thanks.
Associate Service Request -> You are not authorized to perform this action.
In ServiceDesk Plus, purchase orders can be created but cannot be associated with a service request. "Associate Service Requests" is in the Actions drop-down menu but attempts to use it result in "You are not authorized to perform this action." My account is an SDAdmin and a purchaser. Have I made a simple mistake in configuring Purchasing? Our version of ServiceDesk Plus is 10.0 Build 10016
Migrate postgresql to MS SQL
Dear Manage Enginee, Could you explain, how to migrate ServiceDeskPlus from PostgreSQL(local install) to MS SQL(remote install)? I need to move sql db to MS SQL. ServiceDesk version is 8.2.0 Build 8212 Best regards, Ivica
Automatic sending of tickets to the sender
I am testing the servicedesk tool, but I am stuck in the opening of tickets by email. I would like to know if it is possible that an automatic notification is sent to the person who sends the mail (sender), I see that he sends the notification to the emails in cc, but not to the sender. Thank you
Unable to modify any template
We are having a big issue from a week, we are unable to modify any incident templates because of this message: The following fields in the Layout richiedente do not have Requester Can Set Permission site we had already open a ticket to the official support, they said to wait for the 10509 release who should have solve the problem, but unfortunately it doesn't. We are in a very big problem with our customer, cannot do their requests. The problem seems to be on the SITE field, permission or something
Transfer Service Catalog or Incident Template from Test Server
We have a Test Server that matches our production environment. We initially thought that the test environment would be good for creating any new fields/templates we may need on production. Before I get in too deep on creating them though I'd like to find out how to move them to the production environment. This would include templates for Incident Request and templates under Service Catalog.
[SOLVED] Apply Rules to Tech Closing ticket
I want to Require work logs be created for each ticket before they are closed. However I don't want this to apply to all techs. Is there a way to do this?
Stuck on build 10014
I use the free version of Manage Engine ServiceDeskPlus and I seem to be stuck on build 10014. After applying any future update the service desk fails to start. I've tried running the run.bat via elevated cmd prompt, which gives me the attached error. If I manually start the ServiceDesk service, it starts for a minute or 2 then stops. I've reverted to the VM Snapshot I took before attempting the update. Any help would be great. TYIA
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