Upgrade failed when update from 9202 to 9300
Hi Upgrade time from version 9202 to version 9300 process up to 98% complete but eventually fails. Is there any solution????????
Group Mail Settings
Hi, Which is functionality of the group mail settings in the groups? Can I change the size of field in Type of Asset (by a greatest size characters chain )? Thanks
Using Asset Module and CMDB for managing the Employee OnBoarding/'Offboarding' Life Cycle
Managing assets for employees is challenging, especially in this day of distributed access. When an employee leaves the company, we not only need to ensure that the hardware is recovered and the domain and application accounts are disabled, we also have to ensure that any cloud services the user subscribes to are also disabled. If all the services were provided at the time of onboarding, that would simplify matters. If this were the case, we would simply refer to the original onboarding service request
9400 - Redirection from HTTP to HTTPS broken
Hi Since upgrading to 9400, HTTP to HTTPS is broken as the file that was edited before is no longer available. After every hotfix, I used to follow the instructions here: http://kbase.servicedeskplusmsp.com/faq/admin-3/admin-general/general/how-do-i-setup-redirection-from-http-to-https.html but that file now no longer exists. Can you help? Thanks
Dumb question about Project fields
How should I use the "Project ON" field ??
Fields&Form Rules in service catalog
Dear assistance, I create a service request, and I set ‘GV SPA APP Group’ (support group) as default. Then I set Fileds&Forms Rules setting conditions like point 1; actions 2-3-4 are available, only 5 conditions doesn’t allow me to choose the support group that i want. I would like to set ‘GV SPA RETAIL Support’ as group and ‘CSA Support’ as technicians when conditions 1 is satisfied. Could you please tell a way to da that? I tried with a business rule, but it didn’t work. Thanks. EP
How to restrict a field from technicians
We are having issues with technicians raising the priority of a ticket. It is critical that only a specific set of people have this ability, because it launches our Major Incident Management process, and shows up on management reports. Is there a way to restrict technicians with edit access from being able to set this field? I was thinking of removing most of the technicians ability to edit tickets. Not sure if this would restrict their ability to enter tickets, though. Also thinking of setting a
Service Request template task
Hello community , I have some service request template with task assing to it. how in action scripts / javascripts can i get the list of task related to this service request template ? The purpose is on submit, set task as per resource form. Regards, Martin
Automated Email for Surveys and Managers
Hi, I am wondering whether it is possible that any surveys below a certain score could be auto-forwarded to the IT manager or a notification could be sent?
Query Report to show who applied a Cat / SubCat / Item
I'm sure this is quite simple to carry out, but I need a query report that documents Category / SubCat / Item changes to tickets, and the name of the technician that applied each change. Fields to show Request ID Requester Request Type Subject Request Status Created Time Completed Time Site Region Category changed to Subcategory changed to Item changed to Technician that changed it Time change was made Some tickets will have their categories changed multiple times, so the report should ideally show
Emails considered as SPAM are deleted and can not be recovered
Hi all. We note that emails that are considered spam, do not create a ticket, and are also permanently deleted. Is there any way to do SDP, mark them as spam and move them to another folder in the mailbox? Thanks in advanced. Best regards. Facundo
Identifying which Templates use a particular Additional Field
We're currently in the process of trying to tidy up our Incidents templates (see my other post also https://pitstop.manageengine.com/portal/community/topic/hiding-deleting-inactive-incident-templates) One thing I've spotted is that 2 Additional Fields have been created for the same purpose: At initial glance, I would estimate 50% of the templates use the first one, and 50% use the second one. As you can see one is AlphaNumeric, the other is numbers only (and sometimes external refs include letters
Link Requests using the REST API
Hi, I'd like to ask if it is possible to link two requests using the REST API? I have not found documentation around this. Thanks and best regards, Tamás
Searching for Tickets
In ServiceDesk Plus' search box at the top, is there a way to search for tickets by date? I know that we can search by the person and other key words, but this would be a nice feature as well.
SDP - email template for lease notification
Hi there, as the subject says. where can I edit the email template for "Asset lease expiry reminder " notification? Thank you.
How do I create a widget on the dashboard from custom reports?
Hey guys, not 100% sure this is where this goes, but here it is. For the past three days I have been trying to figure out how to create a widget using custom reports. After scrolling through several help sites and asking coworkers, I have been unable to find a way to do this in ServiceDesk+. Everything I have found is for OpManager anyone able to help me?
Custom View using relevant days
Is it possible to create a custom view such as last 5 days. Currently, I have created a view with newer than a specific day. I have to change those frequently.
MultiSelect Fields in Advanced Filtering (Reports)
When creating reports, I noticed that Multiselect type fields are not included in the options on Advanced Filtering. Is this the normal function of Service Desk? There are some multiselect fields that we need to use to sort and filter in our reports.
Help Text
I use FAFR to populate my incident template, depending on what they pick the ticket gets assigned to the correct group. When a user selects a certain option, I populate the subject line with "Issue: "PLEASE PROVIDE A BRIEF DESCRIPTION HERE" and the subject is mandatory. I was wondering if there is a way to put some sort of help text in there that say "Issue: "PLEASE PROVIDE A BRIEF DESCRIPTION HERE" but requires (mandatory) the user to actually put something in that field. So when they start typing
Assets security
Hi, If there are two support groups, One for handing IT purchases and the other for the Operations dept purchases. Now, we need to prevent the operations support technicians from seeing the IT assets. They should be able to see only those products that we allow them to see. Please advice. Regards Murali License Info License Type = Registered Product = Professional @Name = Muralee D.@ @Mobile Number = 050 7923378@ @Database Name = PostgreSQL@ @Database Version = 9.2.4@ @Current Build = 9402@ @32 /
Default Search has changed after update
After updating to version 9.3.16 the search field has been changed to function of Request ID instead of Default Search. See screenshot - Previously, there was a seperate search field for Request ID. We would like to know how to get the field back for having the Request ID and the Default Search in seperate fields, and the 'type here to search' box set by default to 'Default Search'. As you can see on the NEW VIEW part of the screenshot, it is defaulting to Request ID. If not possible to bring back
Not Receiving Email Notifications
We noticed this error on our System Log "Exception while trying to send notification for the request." Receiving emails seems to be ok but some users cannot receive mail notifications from service desk. We don't know what causes this issue.
JobExecutionFailure Error
Hi, We have been getting an error JobExecutionFailure. It has been consistent within a day. See attached screenshots. Thank you.
Executive Level Notification
In SD+, how could we create a request template or notification rule that will notify specific email accounts when we have a major outage. I have been looking through the system and I don't see an obvious way to do this. The resources I'm trying to notify aren't all technicians in the system. I'm trying to avoid having my help desk need to "remember" the correct contacts to notify based on different urgency levels. Thanks in advance for any advice you can give!
Error inicio C:\ManageEngine\ServiceDesk\bin\startclient.bat
Buenos dias soy nuevo en esta aplicacion que parece muy buena, la instale con un setup antiguo que me pasaron para probar la aplicacion, logre configurar una parte y en el proceso me mostro que estaba desactualizada, descarge 3 actualizaciones para ir a ultima version y luego de la 2da actualizacion ya no quiso funcionar no carga nada. desinstale la aplicacion descargue el ultimo setup de ManageEngine_ServiceDesk_Plus lo instalo con la opcion por defecto (Enterprise Edition) pero intento arrancar
Error inicio C:\ManageEngine\ServiceDesk\bin\startclient.bat
Buenos dias soy nuevo en esta aplicacion que parece muy buena, la instale con un setup antiguo que me pasaron para probar la aplicacion, logre configurar una parte y en el proceso me mostro que estaba desactualizada, descarge 3 actualizaciones para ir a ultima version y luego de la 2da actualizacion ya no quiso funcionar no carga nada. desinstale la aplicacion descargue el ultimo setup de ManageEngine_ServiceDesk_Plus lo instalo con la opcion por defecto (Enterprise Edition) pero intento arrancar
Passthru authentication questions
The instructions show how to target a single domain controller. Can we get ServiceDesk Plus to use an alternate DC for passthrough authentication if a DC is rebooted or temporarily down? The local intranet zone is an Internet Explorer setting. Does this mean passthrough authentication is only supported in IE? Are there workarounds for Chrome?
Request Notes vs. Worklogs
I'm new to ServiceDesk Plus, but I find that I'm not sure if people are using Notes or Worklogs to document their work in the ticket. Coming from ServiceNow we use to just use Work Notes and it was clear as to what we should use. What is the Best Practice from ServiceDesk Plus?
Very limited criteria for User Group creation
Hi all. Im triying to create a user group, to delimitate the use of certain templates. When i am creating, i see that the options for the criteria, are VERY limited. Only 5 predeterminated fields can be used to create this group. This can be expanded to more options? How? Thanks in advanced. Best regards. Facundo
Resolution on "Request Closure Comments"
Is it possible to copy the information in the resolution in the "Request Closure Comments" automatically?. Using a script or something else? Thanks in advance for your cooperation Kind regards Carlos Armas
Change status after use Jira Menu
Hi, I would like to know it is possible to change automatically the status of the ticket when we use the custom menu to create a Jira ticket from ManageEngine. Best regards, Jacir
Preventing Request Receiving by email from Particular Site
Please advice, is there anyway to prevent requester to send request via email from the particular site. We want that particular sites has use template from the service catalog
Cannot assign project tasks to Groups
Dears, I'm not able to assign a task to a group, but only individual in the group module. Some project tasks require services from teams in general, not necessarily individuals. Could you please clarify if it's possible to assign a project task to a team, so that whoever is available works on it? We are using version: 9.3 Build 9326
Send email with ticket info through custom triggeradf
Hey guys, i am looking to send a custom email to a distribution group when a ticket priority changes to escalated general. What is the best way to do this? I do need the description to be part of the body of the email which is why i don't seem to be able to accomplish this through a business rule.
Servicedesk Integration with SMS server
hello Team, I will like to integrate my servidesk plus with an SMS server, is that possible. I want to be able to send out SMS like the Email alert servicedesk plus currently support.
Task to the certain technician
Hello! Can I create a new request via e-mail to the certain technician? Thanks.
Tech Availability Chart: Managing Team Members
Curious to hear how others are using the chart to view team member availability for projects/tasks/tickets etc... We have 100 techs across the organization split into 20+ support groups. We are having our PMs/TLs/Managers use the chart to plan out work but with how the groups are separated (ex: application support teams, system support teams, functional teams, etc) it's becoming harder to get 'one' view of everyone. To try and eliminate unneeded techs/vendors, we created a generic support group
Report - Task Scheduled End Time Violated by Technician of selected group
DB: PostgreSQL Report Requirements: Chart Type: BarChart 3D X-axis: Technician Y-axis: # of task with scheduled end time lesser than today Filter: Group = Service Desk Schedule: Daily Is there a way to create such a report similar to SLA Violated requests by Technician?
Automate Task Creation based on Calendar
Hi, Is there anyway to automatically create a Task based on the time of year ? Everytime there is a Bank holiday we have to perform some work, usually 5 days before. Does anyone know if there is anyway to script a task being created based on the bank holidays you add to the system ? Bank Holiday -5 Days etc. A
Gantt Chart PDF export fail
We're receiving an error message when trying to export a project gantt chart -- testing in safari and chrome with admin user: v9335
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