Import Requestors from .CSV
Hi, Was looking for a guide but cant locate one. What fields/headers should I add to my spreadsheet to allow import of requestors please? Guessing Name, CI Type, E-mail, Phone, + any address fields? Thanks
Workflow on Service Requests
Hi Hopefully someone can advise on this scenario. I have created a service request for a manager to request equipment for a user (say a cell phone or laptop). I've added an initial approval for this so the ICT manager can approve this before it gets assigned to the technician to setup. We also require a 2nd stage whereby the user can confirm they have received this equipment, has anyone implemented this kind of thing before, the workflow doesn't seem to allow for this? Many thanks
SSO with mutilple AD
Hello, I'm trying to enable Single Sign On with multiple active directories.¿Is it possible? I understand that I can use multiple active directories if I import one by one the "requesters", after that, the ManageEngine will update all the active directories periodically. Regards
Icons for Template Categories
We'd like to be able to do this as well on Professional Edition too, Please explain how to use this "feature ID SDF-49758 as a reference to this case" or how can i get the same option https://forums.manageengine.com/topic/icons-for-template-categories
Email Technician from Administrator not showing initial conversation
When the administrator emails technician it does not show this initial email under conversations. If Technician responds it will show. How do I see history of emails I have sent, if the technician does not respond?
Building a test system
Hi, We are looking to upgrade from 9.2 Build 9209 and would like give it a dry run first. Where can I download a this version so we can then recover our current live into it? Thanks Denis
cannot delet support group
hi, how i can delete support groups ? Which report can show where it is used
Remove or hide assign button
Hi, Is it possible to remove or hide the assign button that is visible in the request view? The reason for this is because we do not want our technicians to be able to assign requests directly to other technicians without first opening the request and choose site and group. This is quite crucial for us and i hope there is a solution. Regards, Alexander Nordin Region Halland
Servicedesk - Customer Support
Hello, Anybody knows if the support of Manageengine Servicedesk works? I have to incidents opens but I don't have any news from them. Thank you. Alex Vega
How to use Chat feature in SDP 9315
Hi, Thanks for add chat feature in last release, but how to use it. It's require to Desktop Central or it's standalone and no need to Desktop Central or other tools. Do you have any documentation about it? Thanks
Roadmap
Dear ME developers, Could we talk about the current state of the roadmap? It's horrible... At the moment it is a list of upcoming features with no clear progress indicator. Only vague terms in which state the development is.. Maybe add the release month for each bullet point? Or the version when something will be available?
Can we delete old serverout.txt files?
Can we delete old serverout.txt files? Thanks
Cancel Service Request
Hi, Is there an option to "Cancel" a request within ServiceDesk Plus? I only see the following options: Thanks
Email notification reminders, even when stage has been approved
Dear all, Several users have reported that they are receiving approval reminders, but when they go to the link (example below) they cannot approve anythinghttps://<URL>/HomePage.do?viewType=My After checking, we realized that it is because the stage has been completed, as another person approved it already. This means that no more reminders should be sent to the users, since they cannot do anything more about it. Kind regards, JS
Print request
Hi, Is it possible to have report printed on custom form based on our DOCS/RTF file? regards, Michal Sciebura
Priority Matrix
Hi We are trying to set up the Priority Matrix (SDP 9209) but kept getting errors. Although we have managed to get rid of the errors we found that changing these records results in the inability to select some of the Priority values in the matrix. What are the standard Urgency and Priority values that come with the system as we have some strange ones that seem illogical to me and I am not sure if they were in the basic system or if someone has dabbled. Many thanks Chris
Site Issue
Hi, Our system was setup with a Default Site and a Location site. We only operate in a single site, so would like to remove our Location one and revert to just Default. My idea is to check all our config that has any site specific items and make sure this is correctly represented into Default, and then delete our Location site. Can this be done, and is there any risk of breaking anything ? Any ideas or info would be appreciated. A
Backuping and installing
1. When you install ServiceDesk, the ServiceDesk Server is often not started for unknown reasons. But if you reinstall the servicedesk a couple of times, it can happen. With what it can be connected? 2. The backup is not restored or partially restored. I restore through restoreData.bat in what there can be a problem? System: Windows 10 x64
lost impact option - ver 9317
Hello, after last update ServiceDesk Plus to version 9317 i've lost impact option. Is this the intended action? or it's a bug?
Update or Patch for service desk Plus
Hi, I would like to ask where to download update or patch for service desk Plus. Thank you
Fetching Emails from gmail account
Hi. Can anyone help me with this issue. I have configured a gmail account in the ServiceDesk mail settings option to fetch emails but when I try to save the settings there's an error which states "authentication failed'. What should I do to enable the mail fetching into ServiceDesk from my gmail account......?
Require all Tasks 100% completed in order to close Incident ticket
Unless this setting already exists, there should be an option to require that all Tasks within an Incident ticket be 100% complete in order to close the Incident ticket. I can't find this setting in the ticket closure settings.
Hotfix ppm file
Hi David/Demetrius Please send the ppm file link, the one I have is uninstalling instead of installing. Please refer to the attached.
Issues with SDP Chat
Just did the upgrade to the current version, 9316 from 9302 in our test environment and have a few issues with some of the features that were recently added. Chat: Issue 1: Requester occasionally receives "Mandatory fields not found [message, type]". (See SDP_1 attachment) When this does occur it causes the requester's chat box to disappear as well. I can't consistently recreate the issue. Through testing this sometimes happen almost immediately and other times it will be well into the conversation.
Implications Of Changing Mail fetching from IMAPS to POPS
What is the implications of switching to POPS for a day then switching back to IMAPS? Since POP stores the emails locally does it delete the emails from the mailbox after the email is stored locally or is there two copies? and once we switch to IMAPS will it create duplicate emails? Also where does it store the emails locally in Service Desk?
Creating ticket xls
Hi Is there anyway to do a bulk import from xls to create tickets?
Request Reply -- Ability to Use Technicians Email Address
Good day, We're working on rolling out SDP and are trying to see if there is an integrated way to have replies from inside of SDP to use the logged in technicians email and attach to the request? We presently have 5 different technicians and the configured outgoing email address is our helpdesk email, which our technicians do not monitor. Thanks
[Python] How to check if a requester is also a technician?
A lot of our technicians will forward tickets or create tickets via email rather than actually creating incidents within the application. This results in a lot of requests from technicians that are actually just to keep track of work orders. I am trying to use a python script or otherwise to automatically assign requests that are submitted by technicians via email to themselves. Thanks
workorder.do error while merge
Hello After upgrade to 9309 we can get very often browser error Could be error related to Chrome but most of our users use Chrome Result URL: https://workorder.do/?woMode=viewWO&woID=170531 Error: This site can't be reached workorder.do's server DNS address could not be found DNS_PROBE_FINISHED_NXDOMAIN Dmitry
Change Technician Login Name?
Hi. We have a tech who recently had a name change. I can change the name and email but don't see a way to change the login name. Any help? Thanks
Change "FROM" email address on "ServiceDesk Plus"
My problem is that I was using the system with the email "suporte@consultcorp.com.br" and the email from this company has changed to another domain "suporte@securegate.com.br". We have already made the changes for authentication for receiving and sending email. (POPS and SMTPS settings) RECEIVED OK! SEND OK! All Work Fine... However, this address (suporte@securegate.com.br) is not displayed in the "From" field. Response Ticket email has send for "securegate.com.br" mail server (Over SMTPS), but "FROM"
Set Requester based on Subject
Hi, We would like to integrate this with Site24*7 which I understand is possible at the moment - in that it will sent alerts/notifications to ServiceDesk Plus automatically. The problem is that all alerts will come from one email address (by default noreply@site247.com) Is it possible to have the 'requester' be set based on a subject line perhaps? Although we would somehow need to keep the ability for people to email in their requests and the tickets being assigned to the correct account based on
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.
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