Mail Fetching problem
Hi. Can Anyone help me. I have configured a gmail account into ServiceDesk mail settings to fetch emails but I'm getting an authentication failed error. How can I resolve it...? Thanks.
Known Issues Lists - To make them really effective...
I have posted in the Forum for the ManageEngine software we use (ServiceDesk Plus) but I believe that this is an enhancement that could serve the entire community by at least, freeing-up some ManageEngine support time... First, having a Known Issues list should be applauded as it is the type of transparancy and accountability that all customers should hope for and expect from software Developers. So, Bravo! Two enhancement suggestions: List the earliest known build where the issue was detected
Is it possible to set Mode = Telephone but have it overwrite if to Email/Web Form if submitted through Email/Web Form
Our technicians user the same Self Service Templates that our Requesters do but we still need to track how many tickets are being logged through incoming calls as opposed to the Self Service Portal. I understand that I can have a Mode field on the form and ask the technician to change it but it would be much better if it was able to be handled as a background process. Is it possible to have the following: If submitted through Email Mode = Email If submitted through Self Service by requester Mode
Active Directory Pass - through Authentication
SSO trouble: "Can't renew SSO info. For more information use journal. http://joxi.ru/p27ZX9yH0K6YOm you can help me?
Delete Unused Support Groups
I'm currently on 9302 on our production environment and noticed we have a ton of unused support groups. When I click the Support Group CI in 9302 I am unable to select the other sites that are associated with these group. We currently use "Default Settings" for each sites Support Groups. In our development environment (9316) it looks like the feature to specify the site associated with the Support Group which made it very easy to delete the unused and unwanted Support Groups. My question is, how
Error Free license renewal for more than 100 technicians
I actually received the license, But when I go apply emits the following error Apply an appropriate license file. The version that we have installed is: Help!
The users session logged out automatically,
The users session logged out automatically, how we can increase the session timeout without tick the keep me sign in We faced this issue after we upgrade to latest release of manageengine servicedisk I could not find any option on admin tape to increase the session time out, Just that is available under keep me sign in tap Please advice Thank You
Create New category
Hi expert, I would like create a new category for application. Please advise.
Technician sigantures?
Is there a way to set custom technician signatures based on who is replying to the ticket. Like any response by tech A get Sig A?
SDP Export from MSSQL and Import to Postgres
Hello We have a SDP server running MSSQL and we would like to export the databse and import it to a new server running Postgres (comes with the SDP installation). How can we go about doing the backup so that the database is exported to Postgres. Much thanks Sepand Astaneh
Techs can't see/assign some of the request status'
There are 8 request status options to choose from, however, the techs can only see/assign some of them to a ticket. I have uploaded screen shots. I, as the admin, can see/assign all of them. Techs used to be able to see/assign all of them. Do not have a date when this started. We are on Service Desk Version 9.3 build 9300
RequestLink Url
Dear support, it was brought to my attention today that the URL being generated when a Technician is assigned is not 100%. It has a Semicolon in the url which causes the link to break. I have changed the Technician & Requester's names. The Semicolon is after woID. Example Please be advised that request ID ##11395## has been assigned to Technician1 with the following details: Requested by: Requester1 Created by: Creater1 Due by date: Jul 24, 2017 01:15 PM *************************************************************************************************************
Why not do i18N for the calendar used in SDP？
Dear team, I had reported this issue for a long time. But the calendar used in SDP for request/project/.. module still shown in English. please refer to the attached image. please pay a high attention on it.
COMPLETE_JSON_FILE file content
Hello Team, Stupid question: what is the content of $COMPLETE_JSON_FILE Could you share a sample of all containing field in the file? Regards, Eric
Dynamic Pick list
Hi Support, I am doing a POC but i need your help on how i can create another picklist for say 'Field Managers' just like the one for requesters were by when a name is typed in, the field pops up more names that match the typed in name. Please advise
File attachment folder structure
We recently migrated servers with success except for the file attachments. It appears that whenever a new attachment is added as either a request or purchase order, the system is automatically creating a new subfolder called fileAttachment. It has reached the limit of the operating system and will now not store any further documents. When I try to change the default location in the Self-Service Portal setting, it will start the migration process and then stop due to the character limit of the
On form Submit - Can I?
Have the system create a ticket? I tried to do this with tasks but creating views for tasks isn't a real thing, and my employees tend to miss tasks ALL the time. So I am trying to make the forms create tickets on form submit. For instance an employee is terminated, the termination form is filled out by the supervisor and submitted, the form creates a handful of tasks, such as disable account, disable email, remove user from 'x' application. This is where it goes sideways, tasks are great for
Quick question about setting tasks
We have a workflow built out for new hire requests. If we set the workflow to "manually trigger tasks" and then "set tasks" under field and form rules, will that assign specific tasks based on the rule? I know that seems like a simple question, but I want to make sure I am building this correctly.
Issues with the "Replying to a Request" template
Right now I have the following as the "Replying to a Request" template: The template works and looks fine on the requester's end, but when the technician goes to reply to a requester's comment, this will happen: So the template applies itself again, and it looks... awful. Am I doing anything wrong? How can I get it so this doesn't happen? FYI - I designed the template in Microsoft Word, and copy/pasted it into ServiceDesk Plus.
Java unknown source errors during setup
Hi, I have just installed service desk plus onto Windows Server 2012 R2 and from what I can see everything installed just fine. I used the defaults for everything including the database. I am now trying to change the database to MSSQL but seem to be encountering some errors. I run the change DB bat file and fill in all the details then test the connection which comes back as fine. I hit save and then the bat file seems to just throw a few errors. I have attached the file for reference. Hope someone
Assets Gets Removed Automatically from Inventory
Dear Support, Our scanned assets gets removed automatically from the assets module, ME Agent is also present in the end user system but still does not shows in asset explorer. Please help us out in this regard to maintain the assets from deletion automatically. And I also want to know that which gets assets which certain removed from our inventory. (Required any query Report). Regards Mooez
E-mail Command
hi, When the user sends the mail automatically opening the incident, Is it possible to automatically choose support group from email command ? or how i can do this ?
Thread to thank the devs and support people!
Just that! Very impressed by the level of and quality of support.
Asset Management Policy\Program
Is anyone doing asset management "well" in service desk plus? would you be willing to share any written policy, work instructions or workflows associated to your process? Thanks!
ServieDesk Plus Upgrade
Hi Everyone I am doing ServiceDesk plus upgrade anyone who have all the steps containing screenshot please assist. 9.2 Build 9226 Latest Version : 9.3 Build 9314 Regards, Delisile Mzila
Requester - Additional Field available to filter requests?``
We import requesters from Active Directory daily; however, for a couple of reasons we are not able to reply upon the information contained in the "Site" field in the Requester details. We have employees in roughly 20 buildings located on our campus, and in one building at a different location in the city. I have two people on the Desktop Support team at the off-campus location, and need a way for them to filter the request list for tickets from Requesters at that location. I know that's one thing
javascript to sort item in a additional field
hello, I created an additional field (pick list ) where I added a lot of items and I want to sort customized base on my need ( currently it is by default sort by A-Z), if you could support me with a custom sort where I can arrange order or items base on my expected. ex: Exchange, Active Directory, LDAP my order: LDAP, Exchange, Active Directory thank you !
mail format in SDP
Hello, When request is created from incoming users mail, in request view every line has additional break line. Eg. looks like:
Exporting data from ServiceDesk
Hi, Can you please let me know how to export data from tickets residing in our servicedesk system to .CSV files so they can be viewed in Excel. Thanks, Regards, Amar.
Changing default database name for SDP
Hi, Does anyone know if it's possible to change the default database name for use with MS SQL as we will be having two different instances of SDP running in our environment. Thank you
Change default database name for SDP install
Hi I'am in the process of running another instance of SDP but i would like to rename the default database name that is 'Servicedesk' as we already have a live database on MSSQL with this. How do i go about doing this? Many thanks
Best practie for on site support
Dears Greetings, please i need your recommendation and support for best practices on site support
Viewing the requester self service portal as a technician
Is there any way to view the self service portal when you're logged in as a technician? So far all I can see is the screen for editing the portal, but to actually view the live portal I have to log out and log in again as a non-technician
service desk plus configuration on Android
Please advise on the below error message coming on all Android app, please advise if you want more details to provide. Error message "Could not connect to the server" Server: servicedesk.adports.ae Port: 443 Https enabled. API code generated. MSSQL 2014 on a separate server version: 9.3 Build 9311
API - Requester info in WorkOrder
One of the common tasks we have is to submit an approval for someone's manager on a ticket. In some cases this might be preset on the template but in other cases its a manual send. When you click on the requester link on a ticket it pops up a dialogue box that shows their details but does not show their manager name. This forces staff do pull up the address book or another source so find the manager name. First, it would be nice if it had the manager name in this dialogue box. That would save some
Is there a way to automatically close tasks when the request is closed?
I know this kind of defeats the purpose of tasks... but there are occasions when we need the tasks to close when the requested is closed without having to manually close/resolve each task associated with the request. Is this possible? Thx
Can you add mandatory fields onto problems?
Hi, I want to be able to add mandatory fields to the problem form - how can I do this? Thanks, Charlotte
version 9.3 Build 9309
Hi, I did the update to version 9.3 Build 9309 and when a technician Close the request have error : Sorry an error has Occurred ( Unknown error occurred while processing your request). I apply the solution below but not work : Hi Edson, Could you please login to the application server, perform the following procedures and update me the status, 1. stop the application service. 2. go to the location viz. C:\ManageEngine\ServiceDesk\applications. Rename the folder "extracted" as "extracted_old"
How can a technicien view his own requests easily?
Is there a view that can allow technicians to view the requests that they are the requester? I know this is doable with a custom view or an advanced search but is there a way for a technician to quickly view his requests just like a requester can? If not, is it possible to request this feature?
Add multiple email addresses for requestors
Is there a script that someone has already created for adding additional email addresses for requesters? The email syntax in our AD environment is different from the email address that our users actually send from, so there's no way for SD to associate a request coming via email with the correct active directory account. The result is that if a user sends and email to open a ticket, they don't have access to view their own ticket in the portal because SD thinks it's two separate requestors. Basically
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