Database Password of My SQL in SDP
Hi Team, I have recently deployed the Manage Engine Service Desk Plus on my PC with option as MySQL database. So can u please tell the default username & password of database created in it. I need the same to trace out the DB from there. Regards Prashant Mangal
Change default font on reply
Hi there, could someone please advise how we change the default font when clicking on reply to a ticket in the system. We would like to default to Arial 10 but just now its on another font. I have managed to change our default font for the signature to Arial 10 which works fine.
LDAP sync with AD
Hi there, we are setting up the ticketing system and have imported the users from AD but noticed that the Site field has not populated with anything. We would like to populate the Site field with the City details from Active Directory user accounts, could please advise and help on how to acheive this. Thanks
Incidents and Tasks
In our implementation of tasks, having one incident spawn multiple tasks, we've noticed that a number of times an incident will get resolved but the task itself stays unresolved/incomplete. I'd like to know if it's possible to do either of the following - #1 - Prevent an incident from being able to be resolved if the tasks for the ticket are not completed. -OR- #2 - Automatically mark tasks as resolved if the incident itself is resolved.
integration with Zoho CRM
Hello, any plans concerne the integration between service desk plus and Zoho CRM ? thanks you
How to prevent closing requests that are based on the Default Request template?
Hello, Is it possible to use Field & Form Rules to prevent technicians from closing a request that is based on the Default Request template? We need to make sure the requests are based on the specific templates we created so that the reports contain all required data. Best regards, Demetrius
Feature Request- Change Field Types
1) Are there plans to bring the new field types (Multi-Select, etc) to the other modules like Change Management? 2) We could use more fields in Change also..
Contracts: Link to Site
It would be nice to be able to link a Contract to a Site, so that technicians can only see the contracts that are in their scope / regional perimeter. Antoine
Feature Request: Add roles as a filter to User Groups/Send notifications to an User Group
Two part request: 1. The ability to filter and create a group based on roles (i.e.: all SD techs, Service Approvers, etc..). This comes in handy if we have roles assigned throughout the organization where a filter by title, department, or site is to broad 2. The ability to send announcements to specific users groups. Right now the only option is email which is useless when you would like to share an announcement with the organization. Instead if the ability to email to an User group is added, we
Does archiving reduce backup time?
I find that backing up the database before applying software updates takes longer and longer, the longer we use ServiceDesk (due to database growth; our requesters often include attachments). I'm curious whether the backup time is reduced after you archive old requests using General --> Data Archiving. Can anyone who has archived before comment? Thank you!
how to extract Reprt on "time taken to resolve a ticket "
hi team, I need to get a report on how much time a technician takes to resolve a ticket. plss help me with this report
Asset Scan failing on multiple workstations
We seem to be having issues scanning workstations in the past few weeks. Happens if we use the agent or don't, we just get a 'General failure when performing the operation'. It seems to have started happening around the time we upgraded to 9236.
Can requester deny resolved ticket ?
Hello, when technician resolves the ticket, requester gets the notification to close it. There is only one option available which is 'Close'. What to do if he doesn't agree with resolution and want to reject it and put it back in Open state ? Thanks!
Approval Page Update
It would be nice if on the approval page where you click on approve or reject, etc if any other previous or next stage approvals on the ticket or change were listed and their status in addition to the details that are already present
Rest API for CSV Requester Import
Hi, For various reasons, we can't use AD sync for our users. As an alternative, we've been using a CSV import. Is there any way to automate this? I found where I can use rest api to create requesters, but I can't use it to add login name/domain information. Has anybody had any success in something like this? Currrently, we're having to build a csv, then manually import users every morning. Ideally, I'd like rest api to be able to import a requester with: Display Name First Name
Creating Fields and sub fields from CSV file
Hi I would like to create a new field and sub field for use with service catalog forms. The first field will have 30 items and based on the first selection a customer will be able to select from 30 fields in the sub field. Is there any way to import the fields and sub fields from a csv file ?
Set a requester default asset
Hi, We have several assets (laptop, mobile phone, tablet etc) assigned to a requester. Can we set a specific asset as a default asset for this requester? if yes, how? How to automatically associate the default asset to tickets (incident/request) log by a requester? Currently we have to manually select the asset from the asset list. Thanks, Wang
migrating DB from PGP to
Hi i have on my system the PG DB and i would like to convert it to SQL how can i do it ? thanks TK
Backup File Not Found
When viewing the status of backups, a message "file not found" is listed. When I go to the backup location, the backup file is there.
Preventive Maintenance Tasks
Hi, Is there a report that can show all the Preventive Maintenance Checks and Task inc the Description ? Any help would be appreciated. I found one from the forums but it's not giving the description. Andrew
Error in the DB ???
Hi i am getting thie error more then once , what can i do /?
Field vs Resource Info
Hi, How come you can paste a list into a Field,but you can't into a Resource Info entry without it moving it to horizontal ? I understand there is a limit to the number of fields so we have aimed to use all our templates Requests with Resource Info items but was wondering if there are plans to give these the same ability (multi-Line Text Field) as fields when it comes to accepting data ? FIELD 1 2 3 4 5 6 RESOURCE INFO 1 2 3 4 5 6 Andrew
Service Catalog - Approval link variable
Hi what is the variable for a link to action a service request ? I have deleted it from approval mail message template :(
Problem with renew ServiceDesk Plus Free Edition license
Hello, Can I renew our ServiceDesk Plus Free Edition license? How can I do it? I cannot do this from SDP start page:
Open Tickets from Received email
We are running 9.2 and have not made any changes but stopped having tickets opened randomly about mid day Tuesday. I am not getting any errors and the emails are in the proper mailbox. The admin mail settings just says "running" when trying to fetch mail. We have checked all ports and Connectors as well as restarted the server. Any Ideas?
Custom Applications in On-Premise version ?
Hello there, Are there any plans to include the "Custom Applications" in the On-Premise version of ServiceDesk Plus ? Thanks, Antoine
Self Service Catalog Email Generation
Does anyone know if there is a way to have an email sent to the requester when they enter a service request through the self service portal? Currently the requester's are sent an email stating that their request has been received and someone will be with them shortly, I would like to continue that but through the self service portal in Service Desk. I would like the email to contain the SLA that is currently assigned to the service category that they are selecting (i.e. new computer purchase SLA
Field and Form rules - manager unable to see form after disabling subject
Hi all I would like to disable the subject field on user submission so that on form submission customers can not make changes to the subject field. I have created the rule but when the manager goes to approve the form they are unable to view the information in the request so they can correctly approve or reject the request. see below.
Text Field Validation script
Hello, I have a use case where the customer needs to provide the MAC address of their device. I would like to be able to stop form submission if the user does not submit their MAC address according to the following format: xx-xx-xx-xx-xx-xx Is there any way to achieve this?
Sorry an error has occurred - Custom Report (CMDB)
If we run a customer report against CMDB module, it runs fine. However, if we filter by Desktop or Laptop, we get the large warning triangle and "Sorry an error has occurred" message. If I try and edit the report, I get the following errors in a pop up window: java.lang.NumberFormatException: For input string: "null" at java.lang.NumberFormatException.forInputString(NumberFormatException.java:65) at java.lang.Long.parseLong(Long.java:441) at java.lang.Long.(Long.java:702) at com.adventnet.servicedesk.reports.action.ReportRequestHandler.editReport(ReportRequestHandler.java:334)
SD+ migration
I want to migrate my servicedesk to a new server From: ServerA Windows server 2008 32 To: ServerB Windows 2012 R2 64 I have upgraded SD+ on ServerA with the latest SD+ versions and installed the latest version of SD+ on the ServerB both running 9.3 Build 9300 What process do I need to follow to migrate the SD+ from ServerA to ServerB. It is running the database on an external SQL database. The ServerA is running a 32 bit version of SD+ but the new ServerB needs to run on the 64bit version Is there
Report. Manual change dueby date.
Hi!!! Is it possible to create a report about manually shifted time of resolving of a request? Freelance
License Renewal
Hello, We are using ServiceDesk Plus (free edition) version 9.2 Build 9203 since last year. We would like to continue using the product with same free 100 technician license. Currently, I could see a notification on the top bar stating, license is about in expire in 35 days. While clicking on renew button, it re-directs to Zoho website, where it states my account doesn't have any product, although I have got the license from the same email ID associated with the account. Please let me know how to
Licenses expire in X days
Dear all, I'm receiving following message on top of our helpdesk portal: Licenses expire in X days, when I click on button, next to the message - RENEW, I'm receiving following message: You have logged in as mymail@mydomain.com . You are not allowed to access this application. Please click here to login as a different user. Click here to go to your Home Page. When I search in Manageengine portal, its allows me to renew license, but only for up to 5 technicians and last year I issued a license
Preventive Maintenance Task Notification
Hi, Is there a way for a technician to receive notification prior from the task on preventive maintenance be created? For example: The preventive maintenance is scheduled on March 1, 2017, I would like our technician to get notified a month or week before the task is created. Many Thanks, Rowell
Duplicate Technician names
Hi There, Do you know how to remove duplicate technicians in the drop-down menu? We seem to have duplicated names of couple of technicians (not all of them). But in Admin tab under Technician there is no duplicates. Could you advise how to remove these entries? Regards Mario
Removing an email address from a Support Group's email list
I've removed the address for our main helpdesk email address from a support group's 'Group Email' list, yet when new tickets pulled from email come in, they still have the support group being assigned to them. Is there another spot where this can be set? The idea is to have all new email tickets to have no group and manually assign them so a helpdesk tech won't be bothered with high level tickets.
Show the last run date of reports
I'd like a report that shows all the reports' last run dates, if possible. We're trying to clean up the reports that have been created and we can't tell what is being used and what isn't. Thanks, Tammy SD Plus: 9.2 Build 9241 DB: postgres
View is now gone.
Good day. One of our employees has recently had an issue with the default view. When they log in, on the dashboard it shows they have tickets open. When they click on the number, it takes them to a pipeline view, but it is empty. Switching between all the views still produces the same results; the columns are there, however, there are no tickets to view. I have gone in a modified their permissions to view all the companies/sites/departments/just their own tickets, but none of them produce any new
Dueling Help Desk Auto Reply
We Disabled new request creation through email 2 weeks ago and updated the system with our auto response. Today we got a phone call from another agencies help desk because ManageEngine was bombarding their desk with a new ticket every second. Come to find out they send an auto response to each new ticket saying it was received which was not associated to a ticket in our help desk so manage engine fired off another email saying they need to log into our help desk to create a ticket. How can we overcome
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