Form / Template DB Question
Hey All, When we make changes to an existing form / template or create new forms / templates is there a DB table those changes are stored in, and can it be exported and reimported? If yes, then what are the DB details we need to find this information? Jeff Day
Delete Warrant Expiry Date from Rest api
Hi, I wanna update or delete Asset's Warranty Expiry Date from rest api xml. But we couldn't achieve this. Is it available by using Rest api? if we send update parameter it needs value? But what kind of value should we send by api? Thx.
backUpData.bat
Hey All, We are running 9226 and looking to use the backupdata.bat, however what is included in this .bat file? Does it include images from requests? An outline of what is included in the backupdata.bat file. Thanks! Jeff Day
Tickets being assigned to technicians who have been excluded ?????
HI guys, Can anyone explain why this might be happening? Thanks
ToolTip Requirements
Hello, is there a way to define the tooltip (see appendix) itself or expand with additional content. KubiM
problem with Reply
Hello, we are experience problem when technician or requester using reply button in incident. Like, user press reply button in incident and then reply window shows, user inputs his reply and presses send, SD show incident window but with no reply added. It happens randomly. What help is to go backward and press Send again, sometime it took couple of times. Any resolution on that?
Automatic change status from Open to Resolve after reply from technician
How can I make it ?
address field in incident
The incident includes the site if selected, is there a way for the incident to include the address associated with that site?
Telephone List on the User / Self Service Portal ?
Is it possible, for example like Spiceworks can, to create custom elements / widgets on the user / self service portal to publish a Telephone List ? For example add a widget that is a table, possibly in HTML, and populate this with a list of internal employees and their telephone numbers. Thanks.
Export / Import Credentials Library
Hi, We have changed the server of Servidesk plus. We need to export our credentials library and then import it into the new server. Is it possible to do this? Thank you.
Technician Auto Assign
Hello. We are interested in using the auto assign feature but only for one support group. Please can you advise if its possible to limit auto assign to one group? thanks in advance. James
Removing Technician Name after the Approval for any topic
Already technician left the company and still the ticket is assigning to the technician after the approval Need to remove this technician name from the approval list\ Thank you
ServiceDesk hang on "Application Layer Started...." using Postgres
Hello, I'm working with a virtual machine in Azure Windows Server 2012 R2 64 bits. I installed Manage Engine Service Desk Plus (Enterprise edition) and latest and several versions with the same results. "Application Layer Started...." We are looking to replace our on-premise server with one in Azure. Any assistance in resolving this would be appreciated.
Test email templates
Hi! I am in the proces of translating our automatic response emails from english to dutch. Now i want to test these in action. Do i need to create a new ticket myself to test these new translation or is there an easier way?
Creating a technician with special rights?
Hi support, Is it possible to create a technician account that members of group A can assign tickets to and all members of group B can see and subsequently assign themselves any tickets that technician currently has? Thanks for any replies!
Enable single sign on for techs
Hello, Can someone please point me to a guide to allow me to set our techs up for single sign on? I can see a few guides for setting up requesters but thats not what I need. I only want our techs to be able to log in via the client without having to input username and password. Thanks in advance
Use a Business Rule to select a Service Catalog template
I would like to use my Service Catalog template for Password Reset anytime an email comes in with Password Reset in the Subject or Description but Request Templates are not available as a selection in the Actions. Anyone else doing this or wanting to do something similar?
Knowledge Management - Solution - User not able to see a solution previously approved but with new version pending approval
Dears, Whenever we are updating a previously approved public solution, we realize that this solution stops being visible by the user, until it's approved again. The expected behavior should be that the user will still see the last approved version, until the new one is approved. There are several adverse impacts: - If a technician proposes changes without informing the knowledge manager, this solution will not be published to end users anymore - A knowledge manager can't have much time to assess
Custom notification emails
Hi, Is it possible to make custom email notifications Admin > Helpdesk > Notification Rules? Our procurement specialist would like end users to be notified when the status changes on their Service request. I have a feeling that this isn't possible but I figured I'd ask anyway. Thanks.
Feedback
Hi, Is there an option to have feedback from users once a service/incident request is closed? If not can this be a feature added Thanks
Thank you ManageEngine
Hello, I just want to say thank you to all the unseen people that make up the team at ManageEngine and in particular SDP. Although there are many issues and shortcomings in SDP is is always great to have a quick response on any issue, be it a feature request or a bug that needs fixing, no matter how silly or trivial. Thank you to you all. Keep up the good work. Regards,
Default configuration for conversations
Hello to all, is it possible in SDP to configure technician replies are private by default? Thanks in advance
Free Trial Account Validity & Data Security
Hi, I would like below queries; 1. Trial License is of 30 days, what will happen if the trial period will expire? Will be data vanished? 2. If I am using Trial License then after 30 days, couldn't I use free account with all the features I am currently availing? 3. What will happen to my data & information, I put on ServiceDesk? will it be secured? 4. Please, provide me list of limitations for free license account? 5. Will Free Trial Account available forever? If no, how can get my data? Quick response
Repeated Tickets
Hi. We have a customer that is using SDP (Standard) and when someone create a ticket then the system seems to create another repeated request just 11 minutes later after the first ticket was created. Below is the screenshot. The tickets are not assigned so I guess that there is some timer for unassigned tickets and then the system repeat the message if the ticket was not assigned in some specific time. Appreciate your comments in order to verify if this is a known situation and how to avoid it?
Self Service Portal Widget
How can I create a simple list that exists on the portal that includes after hours of support personnel? I tried creating a simple HTML file with MS Word with the info needed and pointing my widget address to it - but it shows up blank. Does it have to be http or can it point to a local directory on the server, etc?
field #email to notify #
Hi.I did not find the setting. It should automatically fill in the field #email to notify # of user information service desk plus free
Include asset in more than one group
Hi, Is it possivel include the same asset in more than one Asset Group? For example: Getting a server as example, we´d like to include this asset in the following Asset Groups: - Linux Servers - Development Servers - DMZ Servers Thanks Paulo Santos
Multi-Stage Approval
Hi, We have a process where when raising a IT Service Request the business user selects a single user out of a list as the primary approver (Stage 1). We then have another team of 4 (Stage 2 Approval) who should approve. We have the "All Approvers must approve" ticked so the 1st Stage can't just approve and move on....but is there any way to change it so ANY of the Second Stage Approvers can approve it....some may not be around so requiring they all approve it seems annoying. Any ideas ? Andrew
Update Sd MSP PLUS : The file may be corrupted or check for the available space
Hi, I have SD MSP PLUS 9008, and I try to update to 9200. I download the 9009 and 9200 update, but if i try to update a the 9009 versione, the updatemanager.bat program give me an error : "The file may be corrupted or check fot the available disk space". The same error appear if I try with 9200 update. The server have 25GB free. In the past I updated the server from old version to 9008 and I did'nt had any problem.
Project milestones / Tasks as service requests
We use both the Projects and Requests sections of Service desk. Is it possible to have a project Milestone or task to automatically generate a service request or at very least display project tasks in the Service Requests section?
Specification reports
Hi Guys, I am wondering if there is a way in Servicedesk to get a Hardware/Software specification report for specific devices? This report would give me in detail, the # hard drives, RAM and processors in a specific device. I would like to do an inventory of the servers and hopefully this feature is available in Servicedesk. Thanks.
Deployment & use of Windows Agent
Hello All, Previously the company I have been working for has always used the ae_scan method of keeping track of server changes but we wish to move to the network agent. I have 2 queries: 1) Is there a way of deploying the windows agent to servers without having to get the server to reboot? (Instead of manually installing it on every server of course) 2) Is there any way other than task scheduler to automate the Windows Agent updating Service Desk for each server at a specific time? Any advice would
Rest api CI insert/update with xml
Hi, Can you give an XML REST API code example for to update CI I looked for all api documents but i couldnt achieve to update CI informations. For example; CI Type : IP_Phone CI Name : Phone_A Site : Europe Department : Information Technology Owner User : Robert
REST API "No Conversation present for request: xxxx" for GET_CONVERSATIONS
I am trying to retrieve conversations with REST API in C# but no luck. I get the response below for any requests I tried. The technician key is for the administrator and this key gets/adds requests successfully. I have followed the Admin guide (https://www.manageengine.com/products/service-desk/help/adminguide/api/request-operations.html#conversation). my URL: http://<servername>:<port number>/sdpapi/request/<request id>/conversation/ 1.The operation name "GET_CONVERSATIONS " should be sent as a
Custom Trigger PowerShell Argument Question
I am working on a custom trigger based on a powershell script on the resources section (https://resources.manageengine.com/resources/resource/powershell-script-to-send-custom-email-notifications-through-custom-triggers) I need to pass some data that is in an additional field (UDF_CHAR15)...Is it possible to pass this data as an argument or are we limited to those defined here: https://www.manageengine.com/products/service-desk/help/adminguide/configurations/helpdesk/custom-triggers.html If its possible
Which operators are available while searching?
When doing an advanced search, which operators can I use in the description search box? If I search for Bob Smith, which results will I get? If I search for "Bob Smith" will I get different results when using quotes? Is it possible to search for a requester while typing his or her name instead of having to choose them from the pick list?
servicehelp desk
I can only connect to the Administrative Centre using http://localhost:8150 but I cannot connect by using either my IP address (http://ipaddress:8150) or my servername (http://servername:8150).
Verify Upgrade - Post-Upgrade-Checklist
Hi guys! I'm throwing this out and maybe I'm lucky or it will just lead to a bunch of crazy stuff. I got this question a few time now from some customers. My answer today is: "Check the logs, click around, and of course you do this in a test environment." It's regarding a checklist after upgrading the product. Like a "post-upgrade checklist". I know that the logs are telling a bunch of stuff and messages like "successfully upgrade". What I'm asking for is more a checklist the customers can go through
File Links
Hi, Just a strange question. If I stored some templates on the server (Excel files). How could I link these in a Ticket ? The idea is we provide a template link that needs to be completed and then attached to a Service Request......and we want to avoid linking to the network or SharePoint. I'm sure I can shove it in fileattachments..but unsure how to identify the link or stop it from being overwritten. Any ideas ? Andrew
Email spoofed to appear to come from technicians
Is it possible that when a technician emails the requestor the email appears to come from the technicians email defined in their profile but the reply to address is actually the service desk email which allows the ticket to be updated?
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