Reply window sometimes doesn't close (but reply is sent)
I'm using 10017 but have had this problem for a few previous versions -- it's not common, but occasionally when I click 'send' on a reply the window stays open. The reply is always sent, and if I put in a status change (e.g. open > resolved) that change is actioned. I believe it's most likely to happen if the reply window was open for a while - may be related to draft saving? It's not a big problem for me because it's rare and doesn't seriously interfere with workflow, but I thought it worth mentioning.
(solved)Mail Fetch from 365 - Host unknown
I'm trying to set up a new installation of SDP but I can't get the incoming mail settings working. I've put the settings in according to - https://support.office.com/en-us/article/POP-and-IMAP-email-settings-for-Outlook-8361e398-8af4-4e97-b147-6c6c4ac95353 but whenever I try to save them I get the error - FAILURE :E-mail settings saved successfully. But unable to connect with mail server - Host unknown / not reachable. I can ping outlook.office365.com OK and get a telnet connection on port 25 from
Disable Tech Auto Assign for request from email.
Hi All, Is there a way to disable tech auto assign for request coming from email. Because i would like to set if any email request only assign to one technician thanks.
Searching through CSV file for User
I'm hoping someone with Python skills can assist with this concept that my team and I are hoping to implement into ServiceDesk. When a new internal user is requested to have access to our applications, they need to go through a background check (we would send the request out for approval from ManageEngine). Up to this point, we have been manually sending requests for approval. If they are an existing user with access to applications already, we would just skip the compliance check. We don't want
Create report to track CURRENT OPEN REQUESTS for each day?
I am totally lost on how to use the Report tool in Servicedesk Plus in a good way. I would like a graph (or table so I can export to Excel and make a graph) of how many requests we have Open at the morning of each day. I'd like the graph to show for each technician who has anything assigned to them, and also unassigned, and also the total amount. Put simply, I want a table that says something like this: Date John Billy Katie Total 2019-02-01 10 2 5 17 2019-02-02
Attachments list of requests conversations
Hello is there any setting can show a list for attachments of requests conversations?
Approval Reminders - variables
Can we add more variables to the Pending Approval reminder notification. Currently we are only able to add 'MyPendingApproval' to the email body. This works for technicians whom are on their workstations and click on the link. For technicians, typically management, who are mobile the link provided prompts them to login to the mobile website. Once logged in they aren't able to view pending approvals on the basic web interface. Ideally we would like to be able to add the $ApprovalLink for the specific
How do I rearrange list order of IT Assets?
So my list of IT Assets under the tab Assets is in no good order at all. It starts fine with something on A and ends with something on Z. But inbetween there is no real order. In the screenshot you can see the order of the partial list is Switch Workstation - Laptop - Desktop Server Accessory IP Phone How do I rearrange this list? Preferably in self selected order, otherwise Alphabetically would be fine.
Import query initiators from Active Directory
Good day! When I try to make Import query initiators from Active Directory, then when I click the import button, I don’t have the whole structure of organizational units, how can I update or redefine it for ManageEngine ServiceDesk?
New user request form and workflow
I'm just wondering if there is a standard/supported/best practice way of creating a New User Request electronic form and accompanying workflow, to automate AD user account creation entirely within SD+. In essence, I'd like for certain Requesters (Managers, Department Heads etc) to have access to a New User Request form within SD+ that contain the standard fields necessary to create a new user. Ideally, this would then be submitted as a ticket and assigned to a technician who would skim over it quickly
[SOLVED] Service Catalog form drop down items
- i have created a form with a drop down box (Pick List). - My question is how the requester select multiple items in the drop down box i created in the form. - How can i make the items in the drop down (Pick List) items be selected in multiple manner. Thanks in advance
Forms: Smart workflows / rules
I'm working on a form that contains many field/form condition rules. If field is 'Yes' show this field, mandate this field, etc... Is it possible to have an action from separate rules action another rule? For example: - Rule 1A: Show field ABC if answer is YES in field X - Rule 2A: If field XYZ is YES, then set field X to YES I want Rule 1A to run automatically if Rule 2A completes (changing field X to YES shows field ABC). My workaround right now is to remove field options from field X to only
(SOLVED)Merge requestors and keep history
Hi, I have seen the possibility to merge requestors in SDP, but my scenario is as follows: We are underway to change AD-domain. All our users will be able to be mergered once the new domain is synced to SDP. However, we want all the history of each requestor to be merged as well. Will the history of each requester follow the merge or will it be lost?
SD+ Cloud - Enterprise Service Management
I just received the announcement about the new enterprise portal for the SD+ cloud version. This is a feature/functionality we the community have been asking for a while -- is there an ETA for the on prem release? --------------------------- One organization. One portal. Multiple instances. Your IT service desk isn't the only place employees go for help. Just like IT, departments like HR, Facilities, and Admin have long been the backbone of organizations. That being said, these other departments
Set default update request status for reply
Good Day, Whilst replying to a Ticket one can update the status for example to "waiting for response" in order to pause the SLA. However, the status needs always to be selected by the technician manually. Is there any possibility to set for example the "waiting for response" status as a default when a technician replies? Thank you for your help!
[SOLVED] Automated closure of incidents
We have 30-40 requests per day that come in to our ServiceDesk that we would like to automatically close. We need to keep them logged, otherwise we would just delete them. We can come close by editing several issues at once, but then they still need to have a resolution manually entered, one-by-one. Is there a way I am missing that would allow us to do this?
Remote Desktop session completion user notification alert not available
HI, Kindly be informed that we are using Manage engine SD Plus 9.4 Build 9425 using agent based remote desktop connection. After establishing the remote session there is no alert or notification from users side to confirm the remote session active status and there is no remote session status bar for active session as well as disconnection. Requesting you to kindly provide solution on this regard. Thanks & Regards, Rajesh.B
[SOLVED] servicedesk (again) refuses to start
hello All of the sudden our servicedesk program no longer works. I went into command prompt as administrator and ran the command startdb.bat System reported back 'Database server successfully started' I then used the changedbserver command, which reported back 'OK' Product version from installed location: 10014 Product version from database server: 10014 When starting the service desk however, I got the same problem again, namelijk after the message that service desk was starting, a lot of dots and
Please Scan Barcode Message
I'm trying to start our asset database by scanning vendor serial barcodes. Once I scan the code and fill in the subsequent information and hit ADD ASSET I'm getting the message "please scan barcode" up in the barcode field even though the data is there. I found you can't hand key the data (weird) so right now I've configured my cell phone to work as a scanner which works perfectly. It's transferring the number exactly as it is on the laptop, but the software apparently won't accept it. Does the software
Upgrade issue from version 10000 > 10016
I was trying to upgrade from version 10000 to the latest version and I received this message.
Closed Request
Should a closed request be locked so users are not able update request or add more tasks?
image signature shows blank after fetched
We are having issues with images showing blank after fetched into SD+ when I look at the original message in outlook, the image is there, but after it is fetched into SD+ it is a broken image and blank.
restoring data issue
Hi we are trying to restore the data and we are getting this error java.lang.Exception: Exception occured while restoring, CheckSum file is missing /opt/ManageEngine/ServiceDesk-20190401/backup/backup_postgres_9411_fullbackup_03_27_2019_17_59/backup_postgres_9411_fullbackup_03_27_2019_17_59_part_1.data,path ./backup_postgres_9411_fullbackup_03_27_2019_17_59_part_1.data.txt please help us on this as we are stuck
Only allow ticket owner to close ticket
We are using tickets with multiple tasks assigned to various people. The ticket owner is ultimately responsible for ensuring the work is done and closing the ticket. Currently anyone that is assigned a task under the ticket can close the ticket. Is there a rule that I can set to make sure that only the ticket owner can close the ticket? Thanks
My Approvals widget: hide requests not assigned to user
Hi, I was wondering if it's possible to show in the "My approvals" widget only the request approvals a user has assigned to. Example: 1. requester1 adds a request 2. the request has as the only approver: approver1 3. email is sent to approver1 4. approver1 can see the request in My Approvals widget and approve it 5. also approver2 can see the request in the widget but can't approve it. it says "Invalid key" as expected It's possible to hide in the widget the requests an approver can't approve?
[SOLVED] ManageEngine ServiceDesk Optimization
Good day! Recently, I updated ManageEngine ServiceDesk from 9300 to the latest version 10016. It began to slow down a bit. I found out with the help of the developer’s tools, that in the browser it was trying to access port 8081 on https 443, what kind of port it is, can it be turned off. If I redirect it to 443 on my proxy, will this break some functionality? The second question, I remember earlier, was a certain guide, according to recommendations for setting parameters for java, but it touched
Multiple Upgrade Packs
Hi all, We're looking at upgrading soon, however, we're very behind. (v9.1.0). We would like to get onto the latest version. Has anyone had experience adding that many upgrade packs at once? Or is there a better option to bypass doing all of the packs and go straight to the latest version (10.1.0) Cheers, D
[SDF-41306] Notification email update from CC user
When a user emails a reply to a request who is not the requestor, is there a variable I can use in the technician notification template for the person that sent the email? All I can find are variables for the requester. As configured it always looks like the requester sent the update and not the person that actually sent the email.
System scan automatic swapping laptop assets
we have manage engine service desk plus 9.4 Build 9425 For some laptop assets, While scanning it is swapping automatically between different laptops. Following Error_message appears in system log viewer " nao172 has been renamed as nao172_old. Reason:This could have happened if the names of the machines nao172 and nao043 were swapped in the network. This was identified while scanning the machine with name as nao172 in the network which had the same agent id - DESKTOP-4KP8N75_1544677452200. nao043
Admin > Technicians is really slow to load
We're using 10016. Ever since we've had SDP, whenever we go to Admin > Technicians and do anything (viewing, saving, editing, etc.), everything is super slow. Like at least one minute to perform each action. Is this a known issue? Does anyone else have this issue? I contacted support about this probably a year or two ago and they weren't able to reproduce it so it has remained unresolved. Thanks.
[SOLVED] Delete History, Trash Can, Undo
Hi, I'd like to propose the idea of adding a trashcan like feature. When a request gets deleted, there's basically 0 trace of it left in the ServiceDesk Plus portal. This becomes an issue if/when a request is accidentally deleted. I'd like to suggest any/all of the following features: -Add trashcan where requests go to when deleted - (one can empty the trashcan to permanently delete and/or the trashcan automatically empties after a certain time period) -Add an undo delete feature - (in case a
Change Management - How to track port changes
Hi, We are implementing the Change module soon in our company. We just want to understand how to secure that we use the change process in the right way. How do log a change of a port in one of our firewalls in the best way; A: Shall we create a Change Template called i.e. Infrastructure changes with a new port field to fill in? B: Shall we create Service request for Port changes in Self service portal that and then assign as an Change? Or how shall we do this? Since we want to be able to track infra
Issue with importing assets
I tried to import assets through CSV file. As per shown at the attached screenshot, i selected the asset category as "Non-IT", and the asset type as "Asset". also i chose the appropriate column header for the fields, and imported the assets. i found the product type is created but with asset category "IT", although i selected it as ''Non-IT''. Please advise what should i do?. Note: there weren't product type or product having the same name with category "IT". SDP version 10012 "Professional
{SDF-38244}Change group assignment of multiple requests
Hi, I'm using SDP 10.0.14. I often have multiple requests listed without a group assignment (this is because some emails get redirected into the helpdesk and don't have the right headers to go into the proper group automatically). I can select multiple items and assign them to a technician in one action, but I cannot see any way of changing the group at the same time - so I have to go through and assign the group one by one. Is there any way to change the group assignment for multiple requests at
Remove Service Catalog from self service
Is there a way to remove the Service Catalog and "I need something" link on the home page of the self service portal in SDP 10?
Create bussiness rule to auto send approval mail
Hello, How can I create a rule for autosend $ApprovalLink directly without click on Actions->Send to approval when the status is Approval Pending I'm using Enterprise edition, I have read some old threads about this but I'm lost
Wanted to Delete Records in Database for Test Environment
Hi guys, I replicated our live environment to test and wanted to delete all the requests (including Archived) for testing purposes. May I know what commands I need to run? OS: Linux/Ubuntu Database: PostgreSQL Product: ServiceDesk Plus Version: 10.0 Build 10010
[SDF-49884] Add Thin Client Category to Asset Hardware
Right now we can add assets to two categories, desktop and laptop. I need to add thin client as a third category but have no idea how to do that. Is it possible and if so how do I do it?
Automated SSL Certificate Deployment
Is anyone successfully using automated deployment of SSL certificates on SDPlus ? I've been using this with the free certificates from Letsencrypt for IIS servers but have never tried it with a non-IIS server. Are you using an ACMEv2 client, if so which one ?
SDP 10013 - Wrong status change after requester replys
Hi, after upgrade from ver. 9.4 to 10.0.13 (on Postgres) we noticed that if a requester adds a reply to a ticket which is in "Waiting on approval" status (and the timer is stopped), the status automatically changes to Open and timer starts again. Is there a way to fix it? Thanks in advance alessandro
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