SDP via Application Proxy
Hi Ive setup SDP via Azure Application proxy. Been able to logon (on and off..) Right now i get til logon screen, but it says that my username or password is incorrect.. Any Ideas?
Menu on left hand side
HI, did upgrade from platform 9.2 -> 9.3. But now I cannot see the menu on the right hand side. Ie on the request tab, I was used to do a search, but this menu is not present anymore. Any advice on how to add the menu back on the right hand side? Thanks. right hand side marked with yellow No menu on right hand side:
Request List view
Hi, I'd like to know if there is a way to limit the amount of Request List Views on ServiceDesk Plus I've managed to limit the amount of custom views that were made public but cant find a way to select which views we need At the moment there a lot of unused Default views, eg. 'Completed requests' & 'Waiting for my update' I'm currently on 9.3 Build 9306 Thanks Sam
Where did the Reply button go when a technician is replying to another technician's email? Can only Forward or Resend.
After an update yesterday, a technician is unable to reply to another technician's email in the request The only options are Forward and Resend. This is very inefficient. We should not have to leave service desk, open a separate email application and create a new email, just to create a reply. There are MANY times, when more than one technician is involved in a request. Notes a good tool, but not always the best way to communicate. Thank you.
Ticket Id : #8092582 // Requester cannot add attachments
Some of our requesters cannot add attachments. They just normally click add attachment, then the choose the file, but when they click on add button, there is no action . They submit the request without any attachments. But when the technician do edit , the attachments appear , but really there are no attachments. please look at these pictures below. our version is 9.3 build# 9317
submit image on adding request api
i want to know if i can put <img> o inesrt image on adding request some like this <parameter> <name>description</name> <value>some img <img src='http:someplace.com/img/i.jpg'/> </value> </parameter>
Associate a change to request via API
I am trying to setup a custom menu to create a change from a service request using the script found here: https://resources.manageengine.com/resources/resource/create-a-change-request-through-request-custom-triggers-python I want to make sure the change it creates is associated to the request. Is there a way to do that via the API?
Script needed to add an approver
I am attempting to get a script to add a specific email to only 1 level of approval. When looking online all the examples give multi-tier approval. I am below new when it comes to scripting so I am hoping for some help. Here is what I have so far. Custom Trigger: When Subject = Create Server for Tier 2 Run script: python approver.py $COMPLETE_JSON_FILE SETTING APPROVALS FOR DIFFERENT STAGES: { "operation": [ { "INPUT_DATA": [ { "StageOne":
Auto-assigning either Tasks or requests to different groups?
This has probably been answered before, but I couldn't find it... I want to do this: Requester completes a request to process a new employee. They will always need a network ID so always create a task for the Network team. Do they need a phone? If yes auto assign a task to the Telcom Group Do they need a computer? If yes auto assign a task to the Hardware group. I know how to set the rules, but it will only allow me to auto-assign to ONE group. There must be a way to do this. I would think it's
How to keep tickets from being auto-assigned to technicians on leave?
Our helpdesk hours are: 7:30am-4:30pm. We have a 2 hour SLA. For some reason, MESD auto-assigns tickets based on SLA ending date/time rather than ticket creation time. I was told this is by design. So if a technician is on leave today (which MESD defines as the same as the helpdesk hours), if a ticket comes in at 2:31pm, the SLA ending time is 4:31pm which is past the leave time for the day. So MESD says, "The technician is no longer on leave, I will assign them the ticket." After the ticket is assigned
Adding Requester Email to Custom Report
Dear Team, How can I add the requester Email ID column to the custom report (generated by me)? (Version (9.3 Build 9302
Help Fetching Emails
I have hard time setting up to fetch emails, which using Office365, not google. Other support had mentioned to me below but it does not seem to fetch any emails. I followed what it says but I cannot get this to work to create any tickets. Support had mentioned to me below: If you are using office 365, please make sure the below settings are configured for the incoming and outgoing mail server settings by going to Setup-->Mail Settings-->Mail Server settings Under Incoming Mail Settings Server Name
Solutions in Request
Please explain how the solutions are selected when creating the request?
When the application is created, go to the "Solutions" tab and select the selected solutions.
How are they chosen? As for the application, by category or something like that? I want to understand how I should properly fill the knowledge base in order to make the right decisions in the request? Thank you for answer.
Is there a way for requestors to acknowledge and agree that the work has been completed?
I am looking for an electronic solution within Manage Engine for our requestors to acknowledge and accept the work that has been completed per their request.
Alias URL
Hi, can you change the Alias URL in a config file rather than the system itself ? A
How to create a custom view for the technicians
Dear all, How technician can view all ticket created by techinician - who log in to the Service Desk Plus system. (Create new custom view, filter: created by - [Me] - who currently log in to the system. Thanks
Can Display Name of Outgoing Email be sent to Technician Name?
Can the Display Name of an outgoing email [from a Request update] be set to display the name of the technician who updated the request?
export incidents
I am working with an install of ServiceDesk Plus that I inherited. It was not a very well maintained setup and you can see the evidence of a lot of trial and error has gone on. We would like to move to a fresh install. Is there any way to export current tickets to excel or another format that we could then adjust and import into the new system?
System Log
Hi, Is the System Log held within a file or the database ? We're just wondering if clearing it out would be a good ideas. Andrew
Requester replies not going through to technician via email
Hi all, Info: We are running the on premise version of Service Desk Plus. Currently we are using Version 9.3 Build 9308 running on a WAMP Server 2012 R2 server. Problem: When a technician replies from their email to a user, the email gets logged in the ticket, then the user receives an email with the technicians reply (this works just fine). When a user updates a ticket or replies to a technician email, the users reply is logged in the ticket, but the technician never receives an email stating the
Archiving Failed for Workorder : #####
Upon checking our System Log I noted many Archiving failures. Build 9317, MSSQL, on Server 2008R2. Probable Cause: Violation of PRIMARY KEY constraint 'Arc_WorkOrder_PK'. Cannot insert duplicate key in object 'dbo.Arc_WorkOrder'. Please advise.
Not Seeing Desktop Central In ME Integrations
I have Desktop Central and Service Desk Plus both installed on the same server. I am trying to set up the ability for end users to right-click on the Desktop Central icon and send an email to the help desk (Service Desk Plus). The servers see each other and the API key is registered, and I am getting reports and emails from them both. User emails are not sending from the Desktop Central icon. Looking in Service Desk Plus, under ME Integrations, Desktop Central is not one of the three applications
Auto Resolution provided by System ? ?
Recently we began seeing work orders with an empty Resolutions added by System account. We have no change logs that indicate any configuration changes were made. Has anyone seen this behavior, or able to assist in troubleshooting the cause? The state of the work order remains open, and autoclose is not configured. Thanks in advance!
Locking down Request Category and Subcategory but not Item
Hello, I notice when setting up new templates that Category/Subcategory/Item are somehow interlinked - so for example I cannot hide Category and Subcategory from a requester without also hiding the Item. What I am trying to do is keep Category and Subcategory fixed leaving the requester to be able to select the Item only. How can this be done without creating a new template for every combination? Rgds SimonT.
Slowness when the Service Desk page is opened for the first time
Hi, When we first invoke the page via the browser to enter the system, we wait for a long time as in the picture below. We use Google Chrome, Internet Explorer as the browser. There is not any slowdown when we enter the system after we have opened it. This is the case only when we first invoke the page. ServiceDesk Plus Version : 9.3 Build 9311 We also tried the following method, but after a while the problem is happening again. How exactly can we solve the problem? Servicedesk service is stopped
Create Request numbers via exteranl system
We would like to use the service desk system to manage work from an external system. We are an insurance company and would like to use a claim number as the request number within service desk. Is it possible to have the claims system open a request with the request number as the claim number generated within that system.
Conversion of a service request to an incident
Hello, In our environment, converting a service request to an incident is very useful, in order to revert the operation, if an incident had been converted to a service request using the wrong service request template #1. However, when the service request is converted to an incident, all the tasks from the service request #1 remain in the incident. When converting the incident to a service request again, this time using the correct service request template #2, new tasks are added. So we end up with
Tasks in Change module
Hi In Change management module of Manage engine , I need a help We have good number of Implementers , who have to work on Tasks under ‘ Implementation tab’ of Change management module Do we have any way out , through which these implementers can work without logging to manage engine , as we have limited number of licenses The work involved will be ' Assigning owners , Changing the status of tasks , Dates' Regards Sandeep
SDP Organizational Roles - absences
What's the best advice for when a person in a role - say "Regional in Charge" is absent is there anyway of have a deputy for example? Or is it a case of changing the name during the absence period? Rgds SimonT
Notification Problem
Hello here. I am new in ServiceDesk plus, i import users from AD, and make 3 technician from author request. I setting email server, and from incoming email new incident create perfect. Notification to creator request sent well, but after assigned incident to technician, email notification to technician ton sent, Site i not setting - i have one site with LAN. Please help me to setting notification. Version SD 9.3 release 9313 Best regards, Oleg Ivanov
Technicians are able to pick up and close requests before they are fully approved
Technicians are able to pick up and close requests before they are fully approved. We are using Service Desk Plus 9.3 Build 9307. We have an issue where a Technician can assign and close a request before it is fully approved. We have looked at all the settings and can't find how to stop this from happening. Thanks for your help. Jay Czochanski
Business Rules - what tables are the Business Rule query parts stored in?
Hi - we are trying to maintain 140+ business rules. Each business rule contains a long "Subject contains" statement, containing multiple customer codes. E.g. "Subject contains "BLAH" or "BLAH1" or "BLAH3" (up to 25 more) or "BLAH25"" We use these rules to detect client codes in email subjects, and route them to specific technicians. The maintenance on these is currently untenable - we want to modify these rules directly in the database if possible. I have found the RuleDefinition table, which contains
Users created through e-mail requests
Hi, We receive a lot of requests through e-mail from diferent users and now we have thousands of requesters. We need to delete them automatically or dont create them at all, we tried to disable the options "allow dynamic user addition when the user is not imported in the application" and "provide login access to users created through e-mail requests" but it still creating requesters. is there any way to solve this?
Network Scan - Exluding IPs from a range
I have several remote sites that will have anywhere from 5-20 assets at them. We have used the IP subnet 10.100.X.Y for these sites, where X represents a site and Y is the devices. We have roughly 60 of these sites. So i wanted to scan only the first 50 addresses from each site. 10.100.1.1-50 10.100.2.1-50 10.100.3.1-50 ... ... 10.100.60.1-50 I have added the network scan as 10.100.1.1-10.100.60.255 then i created an exclusion for 10.100.1.51-255, 10.100.2.51-255 ... 10.100.60.51-255 <- this was
Stupid question on domain user import scan
I know I set this long time ago and for the life of me I can't find this stuff anymore. Where do I go to change the information that is imported when service desk plus scans for users in the domain? ( like their department info and that basic info) The other question I have it can I set service desk to remove the requester if that user has been removed from AD or do I have to manually remove the requester? I did some clean up work yesterday and now a good portion of the sequesters I removed from
Default Technician Group
What I am looking for is to be able to send out messages when a ticket is picked up by a different technician (there are 2 of us). When a ticket is submitted and one of us picks it up, I would like to be able to have the system send out a notice that ticket ## was picked up by, or assigned to... Is that possible? Thanks
ServiceDesk Plus API - Knowledge Base
Hello, We are looking to start using the ServiceDesk Plus API with our company CRM. Is it possible to use the API to carry over the knowledge base data we have on ServiceDesk? Thanks, Matt
Update Manager
Hi, In the recent Update, the Update Manager now points to the Scripts folder. We used to use a replacement to the UpdateManager file (We used images and not the backup for rollback). What is the process for amending the config to NOT run a backup as part of Update Manager now ? (We used to just amend the DSDBackup = False). Andrew
PR and PO process
I've taken over the SDP project in our organization after a lot of it was set up by the person before me, so I'm new to SDP and not 100% sure how it works. We had envisioned using SDP in coordination with our heads of departments, purchasing department and VP of finance. What we want is a select group of people (heads of departments) to be able to submit a purchase requests for predetermined equipment (e.g. we'd have 3 or 4 models of Dell laptops on the list that you could choose from, a number of
Templates detached from Catalog
Hi I have some incident templates that have become detached from their catalog. There must be a way to attach templates to catalogs because you can copy templates, which would be fairly useless if you could not attach the copies to a catalog. We are running SDP 9209 and testing SDP 9317. We used the database from SDP 9209 as the basis for updating a test environment to SDP 9317 it suffers from the same problem. Any help would be much appreciated Chris
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