Assigning technician via mobile app - no notification to technician
HI guys, We are testing mobile app at the moment. When I assign or re-assign a ticket to a technician there is no e-mail notification created. Why is that? Regards, Tom
Report to list all SLAs configured
Is there a way to run a report, probably a query, that would return all of the SLAs configured in the system and what categories/subcategories/items are tied to them? Using Postgres DB right now - version 9.2, build 9240. Thanks, Geoff
Reply Not Working
One of our technicians has a problem when they select reply in a ticket, the reply doesn't show up in the ticket. The program acts normally but the reply is never sent. This happens in Internet Explorer 11. Chrome seems to work normally. We are currently using SDP version 9.2 Build 9232.
Need define SLA Base on Request TYPE & Priority
Hi, I want to define SLA Base on Request TYPE & Priority. But there is no option is available. Type = Incident & Priority = High Then SLA is 8 Hour Type = Incident & Priority = Medium Then SLA is 16 Hour Type = Incident & Priority = Low Then SLA is 24 Hour Type = Request & Priority = High Then SLA is 16 Hour Type = Request & Priority = Medium Then SLA is 32 Hour Type = Request & Priority = Low Then SLA is 64 Hour Thank, Jimesh Makawana
Newly added assets report
Hi all, I would like to create a report that scans for newly added assets within a site. These assets can be for all equipment, switches, routers, computers, printers, access points, etc. My intentions are to create a report that views the last 7-days worth of newly added assets, 14-day, 21-day, etc. etc. I haven't played with this much so I might figure it out shortly but i wanted to post this out there for any feedback. Thank You.
Add tasks to a project or request directly within the task list using a "Quick Add" feature
I would love to be able to quickly add tasks when sitting down with a project team and do so direclty within the task list itself without having to click "Add New" each time. I don't need the full task editing screen for drafting a task list.
Requester field within a project
I would like to be able to record who the requester of a project is and have a method in which to communicate to that requester in a similar fashion as a service request. This requester is often a sponsor or key stakeholder in which we are in constant communications with.
Home Screen showing all task instead of my task
On the home screen for the techniciens in the section my tasks its showing all the tasks instead of only the open ones for the logged in user, any ideas?
bit of a Strange Question
Hi, Is there anyway you can hide the description content that is displayed for requester's ? We have been placing IT instructions into Requests, so our teams can following instructions. When users raise a request they dont see these instruction...that is, until they create the request and they see the description, so is there any setting or any way of not showing this to them ? My assumption is that the system is not designed this way, but any ideas ? Andrew
Query - Service Catalog and related Service Categories
Can someone assist with a query to list all Service Catalogs and related Service Categories please (including descriptions). Thank you
how to block certain users from creating tickets ME ?
how to block certain users from creating tickets in ME ? we have helpdesk email configured to open tickets in helpdesk system , however users are including helpdesk email in their communications that lead to multiple tickets are created for the communication which is not actual ticket . so how to avoid such situation .
Importing Requesters from LDAP
Hello, I am evaluating ManageEngine ServiceDesk Plus on premises. I am trying to import requesters from our OpenLDAP directory, following the documentation here https://www.manageengine.com/products/service-desk/help/adminguide/configurations/user-management/configuring-ldap.html The users get imported however their E-mail is missing. We do not use the mail LDAP attribute, but rather 'primaryEmailAddress'. As such I have set the LDAP Server Type to 'Others' and the Mail Attribute Label to primaryEmailAddress.
Webinar - Learn the essentials of asset management in ServiceDesk Plus
Howdy PitStoppers, Hope the month has been exciting for you so far. To make it more so, we bring you a fun, informative, and brand new module this month to dig deep into, scilicet, asset management on 21st of March. IT and non-IT assets are vital to any organization irrespective of its size. Accurately managing these assets paves way for reduced asset maintenance overheads, better SAM (software asset management), dynamic software license compliance, flawless auditing, and better IT infrastructure
Can't add "plus sign" to field name
I am trying to add a "+" to the field name but it removes this. I am sure this exists with other characters as well but have noticed it with "+" at: After I "Update" the field values and go back to the field to edit the "+" has been removed:
Error after upgrading to 9.3
Good day PLEASE ASSIST URGENTLY! After upgrading our Service Desk Plus to version 9.3 we get the following error when trying to open a logged request. " Sorry an error has occured Unknown error occured while processing your request" Have tried to get assistance with not much luck, or help for that matter. Already logged the following incedents: 8038045 8039405 I also get the error when I go to “solutions” PLEASE HELP
error connecting to pgsql database
Hi. Im getting this error trying to connect to the database: psql: FATAL: no pg_hba.conf entry for host "::1", user "postgres", database "servicedesk", SSL off" In looks like others have had this issue previously and were issued a file to correct it but the download link no longer works see this thread: https://forums.manageengine.com/topic/servicedesk-admin-password-reset Our current pg_hba.conf is attached. does anybody know how to fix?
Bulk change asset status
My company now start using the inventory module on servicedesk and now we face a challenge due to coming pc refresh (700+), which replace the pc that more than 5yrs old. So there will be a bulk change of asset status from in use to dispose later on. eg during pc refesh the vendor that carried out the deployment will update and give us list of pc that being dispose once a week. In this case can we something like upload a file which later update the status in sdp? Naharuddin Great Eastern Life
Search by email
Hi, Is it possible to search for a requester by thier email address instead of the username. Our default usernames are employee numbers so it would be easier to search by name or email address instead of account name when creating a new ticket.
Flag not resetting after the Due Date is changed
Currently if a ticket has generated a yellow flag to show the SLA is approaching, when the date is changed the yellow flag is not removed? how do we reset this? as the date has been extended and show not be showing a flag. We are on version 9227
Send email to technician when request is due
Is there a way to configure system to automatic sending a notification email to the technician when a request is due?
How do I add the Contract - Additional Fields that I created to the default New Contract screen?
I've created additional fields that I want to add to our default New Contract template. However, I don't see anywhere under the administrator tab where I can pull up that template to add them now that they are created.
Servlet API Question.
Is there any indication of when the deprecated Servlet API is going to be pulled from the Service Desk Plus application? I understand the REST API is now in the application however we are on 9.2 9226 and still have access to the Servlet API. Is the Servlet API removed somewhere between 9.2 9226 and 9.3? The biggest reason I am asking is because we are still using the Servlet API and would appreciate knowing when it will no longer be available for use in the application. Jeff Day
Contract ID#
How do I get the ID # for a Contract? We have some attachments missing in a Contract and I need the ID # to find them. List of Contracts do not show the ID # for each one.
Transfering SSL Certs To A New Server
Hello, I am in the process of upgrading my 32-bit server to a 64-bit server. I have the new server built and the application installed. I have not backed up the old server yet to transfer the data. My question is I want to make sure the certs work before I cut the server over. Are there instructions or a way that we can transfer the certificates from the old server to new one? These certs are .PFX certs not .PB7 Thanks in advance!! DKV
Force Encryption (MSSQL) & Shared Port with static IP
Hello, recently I have downloaded a standard free version of SDP, below are the some issues I am facing in my environment. 1. SQL Server is Running with SSL and while changing Database server from postgresql to SQLServer it says "I/O Error: DB server closed connection" with some google help i found that its because of forced SSL or Encryption. but cannot find the solution. 2. SDP Server is also running IIS with SSL, and all the sites are dedicated to one IP. for SDP I have added another IP to the
Can I add other items to the status block?
Can I add other items to the status block (Where it says status and priority when a ticket is highlighted?) I'd like to see Level and possibly assigned technician.
11 hour difference of time in report
Dear Team, We've been facing 11hr time difference from the ticket creation time-frame,when we run reports end of each month. Say for example, if the ticket created at 2230 then in reports it come up with created time 0930 AM not 2230. We've tried to change the server time as well, but still no joy. Please assist. Thanks
Regarding helpdesk implementation
i hv a organization and i want to implement this fantastic helpdesk software for my organization, plz help and suggest me how to i implement this free tool and user can get support through this portal?
Field And Form Rules
hi every one, i have a question regarding form rule i need to make a scenario where if the technichian wants to make a request and these templates already auto assing based on Round Robin model,, i made a rule but it didn't work well, so if somen have any idea please help. find the attachement to see the rule i did thanks,, Nuha
Page cannot be displayed
We recently migrated from SDP on prem to SDP OnDemand. It trying to receive purchased items, I noticed there are several components/assets missing. I tried to access the on prem version but was receiving an SSL issue which prevented the login page from being displayed. I ran the batch file to change the webserver port to 80 using HTTP protocol. I now get a page can't be displayed error. I have tried to start the Postgres service but get PS D:\ManageEngine\ServiceDesk\bin> .\startDB.bat server
REST API to add requester
Hi, I'd like to add new requester using REST API. I've noticed that it was possible using Servlet API, but I'm having a hard time finding a method to do that in REST API. Kind regards, Kamil
Can't update ServiceDesk to latest build
We currently have ServiceDesk Plus v9.2 build 9236 and we want to be updated to the latest version (v9.3 build 9304). We are a little behind on the update, and I understand I need to update to build 9300 first before going to build 9304, I followed the instructions https://www.manageengine.com/products/service-desk/service-packs.html#sp but when at Step 4 which is updating, the Installation Wizards say "Backup has failed during the upgrade. You can start the application as the upgrade changes are
Customize Login Screen - Add policy warning
Hello, I want to customize the login screen for our Service Desk Plus. I realize that this has been asked and addressed many times before such as https://www.manageengine.com/products/service-desk/faq-general-modules.html#customization1 and https://forums.manageengine.com/topic/wish-to-customize-my-login-screen. I followed those instructions (Saving the page as index.html and editing it, and then putting it back in the same place). The problem is that the login page is dynamically made. I can go
Android app won't open ticket attachments
Beginning yesterday, we are having trouble with attachments opening in the Android mobile app. Every time we try to open an attachment within a ticket, we get "Error Could not connect to the server". It doesn't matter which attachment, or which phone. We upgraded to the latest version of SDP last night, but it did not resolve the issue. Has anyone else encountered this and know how to fix it?
'Recent Items' missing
Is it possible to show the good old 'Recent Items' Block in the new Version of Helpdesk? It was one of the best features in the Helpdesk... Greez
Manage Engine Service (SQL DB ) MS PowerBI createtime fix
Can anyone help how I get a clear data and time from the unix stamp in powerbi I'm trying UTCTime = VAR UnixDays = [CREATEDTIME]/(60*60*24) RETURN (DATEVALUE("1970-01-01")+UnixDays)
Requester requests for approval
Hello guyz, Am experiencing SDP for the first time. And i have a question as follows: Can a requester request for approval?if yes, how? Because the only feature i saw is when the technician request for approval for the solution. Best regards, Brian B.
SDP relationships between SLAs and Hours of Operation
Totally new to SDP and and working through setting it up. Whilst I can see SLAs and hours of operation need setting up I am not clear on their relationship. My assumption is that any SLA "clock" will suspend during non-operational hours. AM I correct in my assumption? Rgds Simon
Recover deleted change ticket
Make it harder to accidentally delete a change - Working quickly, viewed a task in a change ticket, went to Actions > Delete. Oops! It was too easy with nothing to stop me. Also recover deleted change as possible with deleted requests - Why doesn't this functionality exist for changes as it does for requests? Thanks, Richard.
Custom Triggers with service requests
I'm starting to build an IT Onboarding workflow. The idea is that new tasks/tickets/scripts will be triggered along with approval workflow in ServiceDesk Plus. My first hurdle was to simply run a script after service request submittal (like custom triggers for incidents and changes). Unfortunately, the only scripting available is client-side form rules in Service Requests. Can we get custom triggers on Service Requests? If it's already there, can somebody point me in the right direction?
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