Admin Role not working
Hi All, I have a strange one here. I have given a technician the SDadmin role however, when they login they get the requester view. Can you advice Thanks Cliff
User Survey
Hi, is there anyway to trigger the sending of the User Survey link to clients when the ticket is Resolved and not closed? It is more likely to engage users if it is immediately after their problem has been addressed and not 3 days later.
Unable to login with AD or LDAP as requester
HI I would like to let my requesters login using their AD-account. I can import the users via ADimport and LDAP but as soon as I try to log in with a user it does not work. I see in the log eg: [11:50:22:484]|[04-07-2017]|[SYSOUT]|[INFO]|[88]|: [JBOSS] JBossSecurityMgrRealm: Environment Propeties are {java.naming.factory.initial=org.jnp.interfaces.NamingContextFactory, java.naming.factory.url.pkgs=org.jboss.naming:org.jnp.interfaces:org.jboss.naming:org.jnp.interfaces}| [11:50:22:484]|[04-07-2017]|[com.adventnet.authentication.internal.WebClientAuthenticationManager]|[INFO]|[88]|:
Preventing Users from Assigning Request with No Group
Users have been assigning tickets via the Requests window / grid. When they choose the technician, they are often choosing Group = "No, just select technician", then choosing the technician's name. The problem is that most technician's monitor their queue, or other team members in their group monitor the queue, and do not see these tickets. Is there any way to prevent this? I've tried: 1) Making the field mandatory in the template. However, since they're changing via the grid and not the template,
Default Resolution set to "Solutions Tab"
We recently upgraded to 9.3 Build 9303 and noticed that when a technician goes to close a ticket by clicking on the Resolution Tab -- it defaults to show the suggested Solutions. Is there a way to change this default to the Resolution window instead? Screenshot below (highlighted is what is currently defaulted to...circled is what we would like to see once we click on the Resolution tab)
Querying requester attributes when opening a new request
Hi, I need to load in request forms a custom requester attribute when he's opening a new request (example: requester phone number). Is it possible? I think to do it using javascript in request template, but I don't know how to get requester custom attribute.. Any idea? Best regards, Sutot
Technician permissions
Hi All, Is it possible to restrict a technician to view/amend only the requests that has been assigned to them. Many thanks Cliff
Want to send an email to outside address based on business rule
Folks, I have a smartphone paging app. I'd like to have a business rule (or any other method) be able to take all my Urgent requests and page out a technician. However, my only options for sending an Email is to send it to a registered technician. I need to be able to send this to an outside email address. How can I accomplish this? Thanks, Adam
Is there any logs location for changes made to requester or technician
Hi Experts, I am trying to find logs to search for one of the issue with service account deleted from SD manager. There is a nice history log for technician but not for service account or requester. The reason I asked is because our company merged with other company and they have also started using SD manager but AD is separated with two way trust so they use service account to raise request and changes. I want to find who changed the service account? Is there any track I can trace back
Can anyone provide a java/python sample of invoke SDP Attachment API?
I try to using SDP Attachment API to add some attachment into request using Java/Python. But it always failed. Anyone can help me? Thank you in advance.
Mandatory Fields - Requester Details
Hi, I am trying to edit the Default Request template for the Requester and I cannot set fields like "Asset" as Mandatory, but this only happens with the fields that are inside the "Requester Details". I can perfectly set fields like Group, Category or Sub-Category as Mandatory. Thank you very much for your help in advance, Mario Douraod
Does service desk plus support IMAP with starttls?
I am trying to get service desk plus 9.2 build 9234 incoming mail working with IMAP and starttls but it is not working. Does service desk plus support starttls? My database is MSSQL.
Requesters view
How can the requesters view tickets created by other requester belonging to the same team?
hide field in request details
Hi, is it possible to hide fields in Request Details area? I can hide fields when the area is in editing, but not when it is in view only (eg hide Priority or Custom Fields). Thanks
Differences between SDP on Windows vs. Linux
Hi, We have been running ServiceDesk Plus on a Linux platform for a few years now, but are considering the option of using Windows as part of an internal datacenter migration exercise. Apart from the addition of the WMI scan capabilities and the AD integration (that we have been substituting via a LDAP configuration until now), are there any other differences that we should be aware of if we choose to effect this platform change? Regards, Prashanth
Add approval for all requests
Hi I want to send approval for department head's of specific site (they are not technician) for all requests (including service requests and incident requests) upon request raised by requester automatically. what's your best suggestion in my case. Thanks
Time Format
Good day, SDP stores dates as what appears to be Unix Time. How do I convert this to human readable form if I use Microsoft SQL? Thanks,
Domain Scan Asset State and User
Hi, I have the domain scan working fine but want the defaults to be the following; Asset State: to be "In Use" not "In Store". User: User to be "Last Logged In User". If the scan finds it on the network its obviously in use so would be good if it can reflect this. Thanks Steve
Database in use..during backup
Hello there! We are in the process of upgrading to the 64-bit version of Service Desk Plus. When we shut the application down, stop the DB, and try to run the backup, we get messages every few minutes that states the DB is still running. The backup continues, but I am wondering if this is a false message. I do not want to let it run to completion only to find out the backup is incomplete. Service Desk Plus Version 9.0 Build 2018 What is the proper procedure to shut down Service Desk and the DB?
DesktopCentral in SDP!?
Hi, I am trying to figure out how to access Desktop Central in SDP. I have my account enabled for MDM/DC and both API keys are valid. When I am in SDP, i see the Desktop Central drop down links but when I click on one of the DC links, the page loads and it is a white page. Anything I am missing? Thanks
Purchase Workflow
Hi, How can I customize the purchase workflow ?
How can you tell which Self Service template was used?
Hi, We have some tickets which are logged and seem to go to the wrong department. Upon inspection we can see these tickets are templates (they have the picture of the hand holding the file in the top left corner) Is there a way to tell which template was used so we can check the settings and amend? Thanks, Charlotte
Backup error on Service Desk - pgsql
Hi Prince, I encountered error while executing backup ( backUpData.bat). Please help resolve problem. Please see the error below: ===================================================================================== D:\ManageEngine\ServiceDesk\bin>backUpData.bat Starting.... Mar 31, 2017 4:21:04 PM com.adventnet.servicedesk.server.utils.SDDataManager <init> INFO: rootDir :: D:\ManageEngine\ServiceDesk\bin\..\ Mar 31, 2017 4:21:04 PM com.adventnet.servicedesk.server.utils.SDDataManager <init> INFO:
Remote Cntrol Configuration - SDP
Hi, Can we please specify a port number for remote control through SDP agent? we need to use one single port for communication, random ports are not recommended from our IT Security team. installing the Agent and starting the Service Once the agent is installed, the remote workstation can be accessed. The ports to install and start the agent as service in WMI are TCP 135, 445 and one random port greater than 1024. The ports used in agent based scanning is TCP 9000. The service starts with the name
Service Desk
Hi, at creating a request, how can i easily create an asset and associate it then save the request ? currently it just allows to go to the pick list and pick already existing assests
Get attachments using REST API?
Is it possible to get attachments using REST API? I would like to be able to fetch attachment named x from request number y
deleted AD users still show up as requestors
running version 9.3 9301 in my AD I have 3 smiths in the requestor drop down when creating a ticket show 7 smiths 4 smiths have left the organization I have AD Sync setup to run every 5 days how do I get the requestor db to line up with my actual AD
Servicedesk plus - postgresql to mysql migration considerations
Hi all, I am in the planning stage of migrating a servicedesk local postgresql database to msql on a database server. What kind of considerations will I need to make for servicedesk plus reports and Analytics plus ? thanks
Does Manage Engine Service Desk support SNMP to scan network Devices
Dear ALL, We are not able to scan HP Switches & Avaya Phones through Manage Engine Service Desk Plus. Can you please let us know, does it possible or not? When we are using some third party scanners, we can able to scan all the devices? Please advice us. Regards, Seshu
Questions posted on the Forum
Hello Team, Is there a way to see all the question/queries/request that i have initiated so far and the responses to them in a single window ? Regards Solomon
jquery/ajax with field/form rules
Is there a way to use jquery/ajax in field/form rules? I'm trying to find a way to automate service request actions and am having issues. Ideally, I'd have a custom trigger to use, but we don't have those in service requests.
Launch SDP Mobile App from another App
We would like to launch Mobile App for SDP on (IOS & Android) from our University App. what will be app schema to launch SDP Mobile APP from within another Mobile App. Thanks, Javeed
Scroll Issue
Browser: IE11 Screen: All screens Issue: Now and again i will be working on the servicedesk and when scrolling with the scroll wheel it wont scroll, i have to use the vertical scroll bar to navigate. To fix this i have to close the servicedesk down and reopen, any assistance would be greatly appreciated.
Self Service Portal installs from Desktop Central with request
Hello, I am looking for any information about Requests that are generated from the Desktop Central Self Service Portal in Service Desk. 1) What configurations can we set? 2) Can requests stay open after install? 3) Any way to have a different template assigned for different software? Thanks.
End user survey
I would like to advice about the end user survey.if a user gives a rating of "1 - Poor", I wants to provided another page for asking which service type (checkbox selected) and text box for them to lodge thier complaint. If there is not, is there something to be sending a survey from a different site or another option? Thank you so much
Template categories
Hi, As a requester how do I access this? As a Technician how are templates categorised ? (embedded image below)
Got an error without settings..
Email is received from a new mail id. Configuration is set as NOT to receive email from new email addresses. Hence going to drop this email. Content of the mail. From Address : [ email ID] ..... Hi All, I got above error while checking system logs and need resolution on this. I have not set any rules for external email block. - RR
Notification Bug
We are using 9.3 Build 9304. When resolving a ticket, if any compulsary fields are missing the ticket remains Open, but if you then go back and fill these in and then try to Resolve the ticket again, the Resolution notification email is not sent to the user.
Where does the time used in time stamp of email response in Service Desk Come from
I have one technician who when he replies back to email in a ticket the time stamp is one hour off. I have confirmed that the time is correct on ticket creation, and when I reply back to email the time stamp is correct. Does this time stamp come from the local computer? His clock on his computer is correct, but could it be the time zone or daylight savings settings are throwing the time off? He is in the Eastern Standard time zone, same as I am.
Project Milestone Comments
Hello, An employee has a project with multiple milestones. They have added comments to a milestone that they now cannot see. Their project role is Project Manager. It seems only Project Admins are able to view the comments they have added. Is this how this is supposed to work? Someone can add notes to a milestone on a project they own but won't be able to then see those comments unless their project role is Project Admin in the settings?
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