Exporting or printing a dependencies map is HORRIBLE
When attempting to export or print (using ctrl+P) a project overview map or a depdenencies map (at the milestone level) the export and printout is extremely difficult to get right on a large project with a huge mapping of tasks. I would like to know if anyone has had success in exporting large maps
Client detail when creating request
How do I enable customer detail when creating a request? I mean, when a technician creates a request you can see the customer detail as shown in the image: But when the client creates the request, the details are not shown (Department, number, etc.) Sorry for the english, I only speak spanish, I used the google translator
Cannot Login with AD Authentication
Hi, I cant login to ManageEngine SDP with AD authentication. Why, i need your help. Thank you.
SalesForce / ServiceDesk Data Exchange
Is there any way to get data into services desk? I would like to be able to pull tickets from SalesForce so that we can track the request through our change process.
ServiceDesk Plus Java
Hi, I'm running ServiceDesk Plus 9 Build 9047 and I just noticed it is still using JRE 6u45. For security and performance reasons I'm looking at upgrading it to the latest JRE version 8u51. Is it possible? Will ManageEngine provide support? Thanks,
Auto merge based on matching phrase in subject
Hi Guys, Looking to see if it’s possible to automatically merge incoming tickets by email based on matching terms in the Subject line. For example, a ticket is created on the back of an incoming email that had “Test system 3 now active” in the subject line If new email (not reply to original) came in later on with “Test system 3 now active” in the subject line could this ticket that was created automatically be merged with the previous ticket that was raised? However if an email came in that
Reorder Resource in Service Catalog
I've recently created a few Services in the Service Catalog and was given a new resource to add after the fact. That newest resource appears at the bottom of the others (added in sequential order) but I would like to make it the first Resource in the list. How can I move it from the bottom to the top? thanks!
$Survey variable not working
Hi, I am encountering an issue with the variable $SurveyLink. I have included the variable $SurveyLink in the survey settings and have inserted the hyperlink as well, but whenever the email for the survey is sent out, it only shows as "http://ict-helpdesk:8080/$SurveyLink" (ict-helpdesk:8080 is the url for our servicedesk environment) I am using servicedesk plus build 9223. Thanks! Geraldine Legaspi
Customer Support For Product Demo
I joined a small company not long ago and we use Service Desk Plus enterprise but only have Incident Management enabled. I was trying to find someone to provide a full product demo session. Yet that request was routed to their Help Desk and the technicians were clearly not equipped with the skills for the demo, not to mention they were 30 min late. I have not been successful with their support. Any suggestions on where I should direct my request other than sales@managedengine.com? Thank you - Treen
Reporting on Tasks along with Incidents and Service Requests
We are going to start using tasks as part of our new-account-creation process, since the ticket previously had to either be sent to each team in a linear fashion or we had to have sub-requests. Our management team would like to view all of the requests in the reports to include the entire pending workload and the items worked. Is it possible to run the standard canned reports to include tasks as part of the reporting on incidents and service requests? If not, how can we report on all the SRs worked
Enabling Single sign on through office 365
Hi, Can I enable single sign on through Microsoft Office 365? Regards
Adding /Editing Requesters via API
I'm trying to use api to insert requesters. This is the format I'm using. <API version="1.0" locale="en"> <records> <record> <parameter> <name>Name</name> <value>Prakash Jahar</value> </parameter> <parameter> <name>CI Type</name> <value>Requester</value> </parameter> <parameter> <name>Site</name> <value>GSC</value> </parameter>
Operating Hours
Hi, We have some questions about SLA hours. When I stipulate our hours of operation, does it interfere directly with the SLA? Our opening hours are from 8:00 AM to 6:00 PM. After that, all the new incidents will come, will your SLA stay? I also wish that in this case, if possible, all call states automatically change our working hours. For example: Gather information And the next day at 08:00, they automatically returned to the status they were before stopping the SLA. The biggest concern is:
User Survey Satisfaction Levels Don't Appear
Good day, I'm trying to set up a user survey in SDP with satisfactions levels. The problem is they don't appear on the survey afterwards. Only the text area "Any other comments or suggestions" appear. I'm running build 9300. Thank you
My Requests Summary
Hi, I am configuring the Service Desk Portal and I was wondering if there was any way of modifying/removing these options so that they don't appear on the homepage (see below screenshot). For example, I don't want 'Pending' to refer to open requests, I would rather this was just called 'Open'. Also, I'm not sure what 'Waiting for Approval' or 'Waiting Update' actually do - I assumed 'Waiting Update' referred to when the technician changed the status to 'On Hold with user' but it doesn't. Can you
Update from Standard to Professional
I have a ManageEngine ServiceDesk Plus Standard Linux Installation, and have a new license with Professional Edition. If try to add new license it say: Please apply a proper license file. What's correct path to upgrade to Profesional Edition, do I need to reinstall? Regards,
Unable to sort/filter requests view on Template Name
I was just trying to sort or filter the Requests view by the template name field and it doesn't let me do that. I want to review anything created using the default templates to see if we need new templates created or if the existing ones are not clear. I could make a report for this, but that doesn't let me get straight into the ticket.
Renaming Support Groups
Is there an easy way to rename Support Groups Do I need to select a site and rename it there, or is it good enough to leave it at default. When I choose a site and then look at the list of groups, all the old names appear We need to change from Help Desk to Service Desk. cheers
Text out of bounds
Hello I have a particular ticket that has this issue, just this one. In the description field the content is not shown completely in the left margin. Is there any way to fix this issue? My version of ME is 9.0 build 9003 DB is postgres. thanks for your help
Question about ribbon
Hi guys Im looking to makes changes to the ribbon that sits at the top of each page of the servicedesk tool as I cant seem to find the option in the admin tab. See image
Business Hours email
Is there a way to respond to the requester with a message when they send in an email outside of business hours?
AD Login Issue
Good day, After enabling AD authentication for ServiceDeskPlus, I get a browser pop up for authentication. Entering AD credentials into this pop up does nothing and you have click cancel to be taken to the SDP login window. Where you can actually login. The URL in the address bar afterwards has the parameter SkipNV2Filter=true, not sure what that means. How can I disable this pop up from appearing?
Solutions associated with call logging
Hi there, I've noticed that when I try to log certain test calls - I get an alert popping up which asks if you would like to view suggestions for this request before submitting (see below screenshot) but there are others that don't give suggestions. I was wondering what triggers this suggestion box and how can I add 'suggestions' for other categories?
Self Service Portal customisation
Hello, is there a possibility of showing an list of all tickets in a specified category on the self-service portal? thanks for your help Frank
Change Management change approval - script
Hi I need a solution to change "ChangeApprover" based on risk. This mean : if Risk=High ChangeApprover = name1 If Risk=Low ChangeApprover=name2 Can anyone help me with this solution Thx for help
Asset Notification Mail
How can i track my assets by send notifications mail when asset state change.
How to remove computers and inventories that have not been scanned in xx days
Is there a way I can easily removed computers and inventories in assets for computers that have not been scanned in xx days? Thank you, Jim R
Certificado SSL
(post in SPANISH - post en ESPAÑOL) Hola a todos. Estoy instalando la versión FREE de ServiceDesk y en el paso a paso, me he topado con una parte de la instalación que no se como resolverla. El punto en cuestion es que ya tengo el servicio corriendo, pero me dice que es un "Sitio No Seguro" Estoy siguiendo el paso a paso que figura aquí, pero no entiendo cual es el certificado que debo instalar https://www.manageengine.com/products/service-desk/help/adminguide/introduction/install-ssl.html Desde
Oversized text boxes on login screen - SOLVED
EDIT: This situation was solved with UPDATE 9301.
Self Service Portal and Changes
I would like to add the change calendar view to the self service portal so my requesters can see when changes are going to occur. I had saw a thread on this but really do not see any sort of progress or status on it so I am unsure if it is possible. Can this be done? Or can a button in the change process be added to add an announcement for each approved or scheduled change?
Custom field width in Service Catalog
Is there a way to create a field that spans the width of the form (similar to Subject or Description)? Every field that I put into the Service Catalog only spans half the width of the form (1 of the 2 columns)? Thanks, Dave
Accessory should have been Software
Hello, I am trying to change a product type from Accessories to Software in Asset Management, but I'm unable to do so. I keep getting an error: Changing the product type from Accessories to Software is not allowed. How can I fix this so that I can enter licensing information?
SharePoint integration
Hello, I'm looking into how we can integrate project and changes into SharePoint 2013. ideally we would like to be able to display the change calendar in SharePoint also Project tasks, gantt charts etc... Is this possible? Cheers Siobhan
Windows Asset Scan Failure via ManageEngine Agent
On some of my workstations/services, the agent based scan is failing. I have tried turning the Windows FW off on those clients and re-running the scan with no luck. I have other workstations that scan just fine. It says below it failed to authenticate but the ManageEngine agent account is a domain admin. Here are the errors I am receiving in the client agent logs: [02/17/17][11:17:38][AEAgent.cpp][60][INFO][25280] ::**************** AEAgent (1.0.12)Started. **************** [02/17/17][11:17:38][AEAgent.cpp][614][INFO][24760]
Adding technicians and requester photos
Hi, with the new realease of ServiceDesk you can now add your photo to the personal profile. But this photos will be shared between technicians and requesters???
ManageEngine Active Directory Seminars - Coming to the UK in February & March (Edinburgh & London)
Just a quick heads up to all the UK based users of ManageEngine Tools. ManageEngine have 2 Active Directory focussed Seminars scheduled to take place in Edinburgh & London (27th February & 2nd March) These seminars will be an opportunity to... Learn about the next-gen AD management trends and techniques Know how to configure and monitor the critical security setting of your AD environment Know about constructing email alerts, to be notified about changes to key security settings Consult with
Field Form Rule Date Time Calculation
I need need two examples of date/time math with field form rules scripting add two days to current date/time and post that result into field WorkOrder_Fields_UDF_DATE6 using field form rules add 8 hours to current date/time and post that result into field WorkOrder_Fields_UDF_DATE6 using field form rules
How to let users see Projects with no details?
Hi, I would like to let users to have a look at one project without letting them go deeply into it, I wolud like to hide to them single tasks of the project. Unfortunately, every Project Role needs that Tasks accel level is activated, because it seems it's mandatory. Any idea about it? We are on ver. 9.2 Build 9232 Thanks ale
Upload Business Rules via CSV?
One of the support teams for our office has so many business rules created for auto-assigning work (and CC'ing a secondary person) that using the interface to reconfigure them when their team assignment workflow changes is incredibly time-consuming and they are adament ServiceDesk can't meet their needs because of it. They first update the Excel spreadsheet of their auto-assignment criteria and then need an SDadmin to implement it in ServiceDesk Plus. They are asking for custom development/query/API help
Self-Support Widgets
What can i actually do with the new feature of adding widgets? I tried to add a URL to a service we provide and nothing shows... Please advise
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