Restrict Closing Rules by Request type
Hi, We currently use Preventive Maintenance tasks very regularly. We have setup Request Types as follows: 1. Incident 2. Service Request 3. Preventive Maintenance We want to enforce the resolution field for 1. Incident and 2. Service Request but not 3. Preventive Maintenance, is there a way to do this? Thanks, Belinda.
Onhold timer doesn't work
Hi All We have an issue with Onhold timer. After upgrade to 9.3 version we found that the timer doesn't work and doesn't change status back to Open. Thanks Nikolay
response time doesnt stop
hi, when i assigne incident its doesnt stop response time before i dont change status from open to onhold. i want too stop response time when i assigne incident
Service Request Task Assignment
Hello, I am building a service request that has multiple tasks in it and I am wondering if there is a way to automatically assign some of those tasks to the same technician that the request gets assigned to. Thank You, Steve
Encryption Hardening for ServiceDesk Webserver
Hello All, Here's my end goal... TLS 1.2 only. AES-256 Cipher ECDHE Negotion Can this be configured for ServiceDesk webportal SSL configuration?? Thx!
Is it possible to export the Solutions knowledge base of service desk plus?
Hi, I am currently running SDP 9.2 Build 9234 and I was wondering if it is possible to export the knowledge base located in the Solutions module?
How to drop Canceled changes from My Unapproved Changes
There’s a section of the Home page, called My Summary, that shows Requests, Changes, etc. There’s an item called Unapproved Changes where pending changes will appear. If you cancel a change, it will show up in this list and will not drop off. What needs to be done to get it to drop off the list? We shouldn’t have to get a director to decline the change in order to cancel it. I found this in the FAQ…. https://www.manageengine.com/products/service-desk/faq-change-modules.html When I submit a change,
Link or merge request
Can someone explain to me what exactly the difference is between "link requests" and "merge requests" When is which feature used and what happens
Mark Unavailability
Dears , I noticed that under quick actions Mark Unavailability the System Display other Technician Name & cannot be Changed. Your help is highly recommended. Thank You
Description mapping
Hello, I want to create some scripts in JS and I cannot find the mapping of the description. I am putting the script in something called request template. The subject can be found as per the attached file, but the description is missing. I want to edit the request using some particular words in the email content, but I really cannot find a solution. I saw in the customer triggers that I can use a JSON $COMPLETE_JSON_FILE---> Complete Request Object will be saved to a JSON file and the file path will
Reply's not beeing sent in IE11
I got a couple complaints from some admins. When an admin reply's on a request and click on sent, the reply isn't sent and does not appear in the Requester Conversations. In every case it is sent in IE11 we have build 9300. Is this a known issue?
Agent Remote Control for SDP
Hi, Can you please share with us if the remote control sessions through SDP agent is secured and encrypted or not? and does it use SSL?
What are User Groups used for?
I set up a couple of User Groups in my service desk but I cannot find anywhere I can use these user groups. What are they used for? /Patrick
Auto Assign not working the way we want
We use auto assign on incoming calls and it works pretty well for us. However we'd like to combine it with the calendar so calls are not assigned to technicians when they are unavailable. However the system seems to refuse to assign calls when the due by date falls within the period a tech is going to unavailable. Since all our calls come in with a default due by date two weeks away this means any technician will not get calls when they are due to be away in two weeks time, despite the fact they
Renamed / Reimaged computer fails on agent scan
When a computer is rebuild or re-imaged with same name, ManageEngine marks host as computername_OLD and is unable to scan again. Old asset needs to be deleted and rescanned again. Is this an issue that can be fixed? Agent Version 1.0.24
APP for IOS 9
Do you have an APP for IOS 9 or newer in addition to Android 4.4 or newer?
Requester Roles
I'd like certain requesters to have the ability to view the CMDB module in view only. Is there a way to do this?
License will expire
I have a free license for 100 technicians and am I getting the alert that the license will expire in 40 days. Reading the Forum I verified that the rules have changed and that the free license is being granted for only 2 technicians. Is it possible to renew this license we have for 100 technicians?
Rule to close a ticket based on keyword/phrase in a reply or forward on ticket
Hi Guys, I was wondering if it was possible to create a rule on existing requests rather than when a new one is created, to say if the subject or description on the reply or forward to that ticket contains a keyword/phrase to automatically close it? For example in the case where a ticket was created with Request ID 765, after the ticket was created if i was then to mail the incoming mailbox from an external client like Outlook with the subject line RE: ##765## this can now be closed Is it possible
Disable requester notifications for new requests on support group email
HI Guys, Is it possible to disable notifications for a support group email address? So for instance if the support group email address was "supportgroup@domain.com" is it possible to add a setting somewhere to say if the TO address matches supportgroup@domain.com do not create notifications? Had a look in the "Notifcation Rules > Junk Notification Filter" settings but it doesn't seem possible to add an option for the TO address. Any help or advice would be much appreciated. Best Regards
Issue of Description filed after submit ticket
Dear SDP support I found issue after submit incident ticket. Please kindly see attachments below. At the description filed, it show "X value" 2 time.Could you please give me some suggestions? Note SDP : Version 9.2.41 Database: MSSQL 2008R2 Browser: Chrome Version 56.0.2924.87 and IE Version 11
Security issue with Active Directory integration SDP and authentication.
Hi We have discovered a security issue with ManageEngine Service Desk Plus. This issue is related to all releases of SDP, and has been reported to ManageEngine by email and acknowledged and verified by support. The support ticket id is 7500885 and was reported for SDP in October 2016. The Bug id is SD-61664. Since this Security issue has been reported, multiple updates have been released, without a this fix for this issue included. The security issue is that any user can log in to any other user's
EMAIL NOTIFICATION RULES
We would like to configure email notifications to be received by specific Technicians and managers when a ticket has been closed or resolved. We are providing IT support to 7 sites/companies. We created two CATEGORIES a requester can select when logging a ticket - IT OPERATIONS and BUSINESS SYSTEMS. There is one manager for Business Systems and one manager for IT Operations. We have total of 20 Technicians – 13 Technicians for Business Systems and 7 Technicians for IT Operations. When a requester
Request issue
Hello guys, I am new in using SDP. Where the person who was been notified by the requester, can't see the request when is closed/resolved by the requester! So,my question is "How can the person notified can view the request which was closed or resolved?" In this case, let's suppose that the person notified is the line manager of the requester. Kindly assist, Brian B.
Apache Struts Jakarta Multipart Parser Vulnerability
There are public reports describing new vectors for exploiting the CVE-2017-5638 vulnerability in Apache Struts v2. Is ServiceDesk Plus 9.3 Build 9302 vulnerable? JMichelD
Requester - Po Permissions
Hello, I'm reviewing the online documentation for updating requester roles and I don't see this option available to me. I want to give a requester access to create/edit PO's but I don't see the option available to add a role. Attached is the screen shot from the online instructions and a screen shot of my choices.
Forms and Field rules at Task level
Hi, We have a requirement as below. We want Support group to be changed automatically when we change the technician of a SR. (We can achive this using Forms n Field rules). But the same thing we have to achive for tasks. We couldnt find any such Forms and Field rules for Tasks. Kindly help.
Adding a new tab in ServiceDeskPlus
Hello, We currently use ServiceDeskPlus 9.2 Build 9229 and we would like to add the Service Catalog to the upper tabs. Currently, we have to click Admin and then find Service Catalog in order to navigate to it. We don't want to have any of our end users to attempt this. How can we build this tab and make it more convenient for our customers?
Latest release (9303) have changed a common word in Swedish
Yesterday evening I upgraded to latest version (9303) and I then noticed that a common word in swedish has been changed from 'Ärenden' (Requests in English) to 'Begäranden'. This is a very strange word to use for Requests and I can see the new word is located in many places.... to many to change myself. Please have a look in the attached screendump aswell for previous and upgraded version titles. Possible for you to change back?
How to remove "Personalize" feature at Requestor
Dear Support, Is it possible to disable or remove the "Personalize" feature at Requestor interface? I have attached a reference screenshot for you. Kindly give me detailed procedure. Thank you very much in advance. OB
Conversations in Requests/Tickets
Can you please advise the logic behind red and green email indicators. When it's green, I only have the option to Forward. However, when it's red, I have the option to Reply, Forward, Split as New Request and Delete.
Password postgre
Regards, I need to know the password and the default port of the postgresql database in SDP version 9.3. Thank you.
Auto Assign Request Approval Permissions to AD imported Users
I am looking for how we can Automatically assign approval rights to manager accounts that are imported into Service Desk Plus from Active Directory based on an AD flag or Job Title. Is this possible?
Error Servicedesk+ App
Hey, When i want to change the technican in the Servicedesk+ app on my iPad ik get the error below. additional info: using a iPad 4, iOs 10.2.1 Servicedesk + app version: 4.1.2
is there a way to reset survey result?
We're still testing SDP and wondering if there's a way to reset the survey result(s) submitted as a test?
allow more than 1 associated change for one project
Hello We looked forward to the 8.2 version of SD+ and are happy using the project module now! In the project mgmt. module, one can associate only one change to a project, In reality, it is often the case that a project entails multiple changes. So we suggest to be able to: create new changes directly from the project module, in the same way as you can do it from within incident & problem module to be able to associate multiple changes In the same idea, we should see in the change module if a
System Update
Any way to remove the system update information... It currently shows an update, when we are already up to date. I'm assuming its because we don't have the proxy server information populated, but we would rather not do that. I would just like to remove the option of it even check for the system update.
Keeping your SLA compliance in check
One of the biggest reasons for businesses to fall back on SLA compliance is a sudden increase in request volume. Organizations agree upon an SLA compliance time with the best case scenario in mind. An organization that has 10 helpdesk technicians, receiving about 100 requests per day on average can easily adhere to a response time of let's say, 20 minutes. But will the same helpdesk be able to comply to that SLA if it suddenly receives 150 requests on a particular day? Maybe. What if the number of
Customize Request View Rows
Hi, Does anyone know if there is a way to either color code the rows (or even the text) in the Views for Requests based on criteria? Such as: If Technician = Unassigned then text/row color = blue; Priority = xxxxx then row = yellow; etc. We manage various technicians and groups so having them on on view tends to blend them all together with no easy way to see who has what tickets. Thanks for any thoughts or if it's possible.
Activities Notifications
Dears , I am using SDP 9.3 latest Build MS SQL 2008, My questions is I noticed that there is an POP up when a technisian Open a ticket & another Technician Pick it Up Like Who is Working on the Ticket Near the status. This is Not appear Between a Requester & technician, another Note that If the Technician Reply to the ticket also an activity POP up appear on Requester Screen . why this is not Working Between Requester & Technician. Thank You
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