Automation Using A Specific Template
Hi, Is there a way to leverage the business rules in automation to assign a template to a particular request received via a parsed email? IE. User sends a request to our integrated mailbox and with the Subject New User. The business rules can assign this properly, but it will always use the default template when creating the request. I have a specific new user template with dependent tasks that I would prefer the request auto generate with? Is this possible?
How setup authentication user by ADFS?
Product : ManageEngine ServiceDesk Plus 9.2 Build 9231 I'm follow as URL : https://www.manageengine.com/products/service-desk/ad-sso-integration.html and some step unclear. How enable Page Admin->SAML Setting Page on my Server?
hiden tab solutions an tried solutions in request
Hi, Is it possible to hide the new tabs (red marked in screenshot) after the build 9235? Reason why is, because the solutions tabs does not give the required solutions. Thanks in advance Mark
Vendor assosiation
I am trying to delete some Vendors that are redundant and am getting "FAILURE :Vendor is being used by a module. Hence cannot delete it". How can I see what's associated with this Vendor so I can change the record(s)?
Tickets that have been resolved or closed where there is not technician assigned
I have a report that identifies al tickets that have been resolved or closed where there is not technician assigned Where the Request status is “Closed”,”Completed”,”Resolved” technician is “none” I can see in the Request History that the ticket has been closed Request History Created by System on Jan 2, 2017 01:03 PM Operation : CREATE , Performed by : System Updated by System on Jan 2, 2017 01:36 PM First Response SLA violated Closed by Melanie Stevens on Jan 3, 2017 07:37 AM Operation : CLOSE
Best upgrade path from version 9.0 Build 9035
We are looking to upgrade from version 9.0 Build 9035 to the latest release. What does our upgrade path look like? So far I was able to find this path .. upgrade to 9049, then 9100, then 9121, then 9200, and finally 9240. Do we have to install all the intermediate step, 9049, 9100, 9121, 9200 and finally 9240? Or is there a quicker way to get to the latest (9240)? Thanks, John Ames
SCCM integration for Asset Management
I have found a few old posts in this forum which asked about SCCM integration with SDP for Asset Management (ie using the SCCM agent to gather asset data, rather than deploying the SDP AssetExplorer Agent). The response from Zoho/ManageEngine was that SCCM integration was not yet supported but that it was in the roadmap for future versions. As these posts are over a year old, I was wondering when we can expect this feature to appear. Thanks, Roy
Mail Fetching/ Merging does not work properly in some cases
Hi, we are running 9.2 Build 9235. From time to time we can see that fetching mail and merge it to existing one does not work, although correct key-phrase is available in the subject line. Could you give us some advise on this problem? Kind Regards, Arndt
Add commentary to Zoho Report Dashbord
Hi Team - We now utilize Zoho Reports to provide monthly readouts to our clients. However, what we normally do is generate the reports and then print screen them and place them into a power-point deck and add additional commentary. Is there a way to add commentary (free text) to the Dashboard or an individual graph? This way, we could use the Dashboard to present as its very interactive. We jsut need to be able to add our commentary. Thanks!
Error when sending replys
The below message just started coming up this morning when trying to reply to tickets. I checked the email account and everything seems fine, I re-entered my password and get the success message, nothing over the weekend has changed. I am using Office 365 and it's been working like a champ till now. Anyone have an idea why all of a sudden without warning it would stop working?
Approval Option while creation of request by end user
Dear Support Team, Thanks a lot for previous support. Actually my manager is now looking something like If end user opening the request could it possible that user can have a approval tab or option on screen so that ticket directly goes to approval not to technician or admin? Once the request approved only than it goes to technician. As currently after the ticket is created sent for approval option is available to technician/Admin. I hope i am able to describe the issue. Looking forward to hear from
Add Job Title to Requesters Details in a Request Ticket
hello, Do you have the ability to add Job Title to the Requester Details fields?
jssecacerts for Exchange and other ME Products
We currently have a jssecacerts setup for Exchange for mail fetching and responses. We are also trying to integrate ADManager, and the steps to add that certificate are the same as the Exchange setup it seems. Will this interfere with the Exchange configuration that is currently configured in anyway if we proceed with these steps to generate a certificate for ADManager/SDP Integration? Download the .zip file from the link given below and extract it to "ManageEngine\ServiceDesk": For Linux: https://uploads.zohocorp.com/Internal_Useruploads/dnd/ServiceDesk_Plus/o_1af3b3o2010mg10kbj961mdt18sq1/lincertgeneration.zip
User/Technician record - bulk updates
Hi Is there anyway to do a bulk update of technician records via CSV import?
Deleting Requests
I'm about done configuring and testing ServiceDesk Plus. Now before I go live I want to clear the test tickets out and reset so the production incidents will begin at 1. I can delete the tickets, but the ticket number remains where left off. How do I reset the counter to 1?
Product selection error (Purchase)
We are experiencing an issue when selecting items from the Purchase dropdown menu. It's happening on both our TEST (v9235) and PROD (v9217) instances with two separate databases. When a new PO is created and the vendor and product type are selected, the user is unable to select/view items from the product list. Two different scenarios occur: - the Product list will not be filtered by Product Type and the user is able to view all items from the vendor. This is not ideal since some vendors have hundreds
Unable to Delete Attachments
Hello Friends! Okay, so I'm in the process of deleting file attachments that have been sent from users and I've noticed that I can delete everything except those attachments that end with .doc. Is this intended behavior or is it possibly a permissions issue? Let me know what you think might be happening! Thank you, Ryan
Set same SLA on Service Requests and Incidents
Our organization specifies the same SLA for incidents and service requests. I've just realized that ServiceDesk Plus does not enforce this and expects each service to have a different SLA specified in workflow. This does not work in our organization. I have tried using both Business Rules and Field and Form Rules to set the appropriate "Response DueBy" field for each priority but it does not seem to be exposed in either case. I'm hoping that the field just isn't listed in the field list of Field
Dashboard not showing SLA violations
I just noticed that we have 2 tickets in queue that have violated their response time SLA but the SLA widgets on the dashboard do not show any SLA violations. Do these widgets only show Resolution SLA violations? If so this is an EXTREME problem for our organization. Our formal SLA's do not define resolution times, only response times, since some things make take months before they are truly resolved. I have put resolution times into ServiceDesk Plus, but only because the software does not provide
SDP Agent Service Stopped
Hello, We have noticed that a large number of our SDP agents have stopped reporting, after investigating we found that the ManageEngine AssetExplorer Agent service is stopped - Is there any known reason why agents would turn off unprompted? It appears to be effecting more and more workstations/servers as time goes on. Thank you, James
Attach a document to Incident Template
Hi, Is it possible to attach a document to a request template ? Thanks and regards, Gerardo Cortés
ServiceDesk Plus Free Edition... Users that becomes Technicians not working...
Hi.. I install the free edition and import and integrate authentication with AD, so some requester was become Technicians and after that I check that technicians and they are always with the requester interface not as Technician.. Even if I add the technician account to the SDAdmin no effect when the technician login again.. Thanks!
Popular Solutions
Good day! How can we increase the number of displayed popular solutions on the Selfservice portal home page? Now displays only 5.
Reindex.bat not working in SDP 9.2 build 9234
I am running SDP 9.2 build 9234 with an MSSQL database and whenever I run the c:/manageengine/servicedesk/bin>reindexdata.bat AllModule I loose all search results in SDP. Whenever I search for a term that used to work prior to the reindex no results come up, I have to restore the app sever snapshot for the results to work again. Has anyone else experience this issue?
Ability to view Advanced Analytics Dashboard under SD Plus Dashboard screen
The SD Plus Dashboard interface is poor and doesn't give much information. Advanced Analytics Dashboard is a lot more modern, easier to look at and understand. It would be great if an option was available to see Analytics Plus Dashboard under SD Plus dashboard screen
2 PO issues
Search function in Purchase Order is not working I have used the browser find to highlight PO. Google chrome margin resizing of a purchase order not as flexible, it forces a two page print and there is only a need for one page can we have these order's resized to fit on one a4 by default. It works OK in Mozilla.
Migrating Conversation from old helpdesk Tool to New Helpdesk Tool
Hi i am trying to migrate Requests from Service Desk Plus MSP to Service Desk Plus all the requests had imported. New filed created and Names Old request ID do we have any option available to import Conversations and attachments. Thanks Anoop PS Mob - 9995822232
Script Master - 8: How to automatically assign users to different roles in a change request.
Change managers often decide who plays different roles in implementing the change effectively in an IT infrastructure. For a frequently carried out change request, the team involved may be the same. This can be based on the services affected or the change type. As a result, the change manager has to repeatedly assign the same set of technicians for a frequently occurring RFC. This Script Master post will help you do away with repetitive technician assignments and automate the process of adding users
Missing reports
Hi i have been creating a lot of reports and a number of them have gone missing. Also one had been changed to something totally different Only myself has been creating reports Thanks
pgsql connection string
What are the connection strings to use pgadmin on the pgsql version of SDP?
Making support groups inactive
HI, Have you finally solved the request to make support groups inactive, or delete/merge existing supporting groups? It has been a feature requested by many. Regards,
Notifying requesters when a ticket has changed group.
Hi, I have a feeling this may be a configuration issue, but we wanted to send a notification to the requester when the group has changed on a ticket. The scenario is we have 3 groups of desktop, infrastructure and Software support. We would like to notify the requester that it has been moved to a new group to be investigated even if it is not assigned to a technician. I can't see a way of creating a custom notification rule on the configuration wizard. I perhaps wondered if instead of using
Change Request Approval email
Can an email be configured to be sent to the Change Owner (to Approve for Production) once Recommendations have been approved? The status sits at Approval Pending until the CO logs into the system to approve.
Duplicated "Resolved" Ticket are not Being Closed Automatically
Recently we found hundreds of requests that are resolved but not closed automatically. We had set a rule to auto close resolved requests within 10 days. After going through in details, we found that these tickets are copy/duplicated tickets. The copy is done from a resolved requests, and the user/technicians didn't trigger the change of ticket status, therefore the tickets are not triggering the auto close rule. To prevent this from happening again, is there a way where we can disable the "Duplicate
Need to base Field and Form rules on requestor values
Is there any way to trigger Field and Form rules based on requestor field values? Here is my situation: We have a large number of users without a dedicated phone number of their own. I need a way to require a contact number when we put in a request from them. I have created an additional field to store this and added it to every incident and request template. I was hoping to use field and form rules to say: When Requestor's phone number is blank mandate that this field be filled in, but it doesn't
Sample CSV file to import IT Assets
Hello, I am looking for a CSV template so that I can bulk import IT assets . Thanks, Jobin
Project and reqeust task auto-scheduling
An auto-schedule feature in ServiceDesk Plus would help with the scheduling of projects, especially in large ones with hundreds of tasks. If a parent project is delayed, the child task and any that are effected by the delay should be re-scheduled automatically. Currently you must schedule each task in a project or request independently, which makes large projects very difficult to manage.
Notification Bell
Good morning, After update server from 9209 to 9223, the notification bell doesn't work. When a technician receive a ticket or when a requester reply to a request, the notification bell Doesn't work. ( if I click on bell inside there are notification, but near the bell there aren't number of notification like before update. I Try to made a new server with only 9223 version, the same issue. I hope it's clear my issue. BR
Google chrome browser
When I launch Service Desk using Google Chrome, I lose a majority of the tabs.
Multiple Issues in software assets
I have been having multiple issues in the software portion of SDP. - cannot delete software - software returns even though there are no installs of it in our organization any longer - cannot delete software suites that are empty I keep getting error messages that state it failed : 1. software licenses received from PO 2. software having licensed installation 3. software is member of suite Anyone had similar issues? any fixes? Thanks!
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