ServiceDeskPlus for Linux
Hi, I wanted to use servicedesk on Linux, the version what i am getting for download is Ver 8 and there seems to be no updates after 2014 which makes it 2 year old product. is this correct that manageengine is not supporting ServiviceDesk on Linux whereas the Linux is now mianstream and embraced by masses, why are you shying away from it? Why should I pay for SDP which is forcing me to buy Microsoft OS too. and if there is Latest version of SDP9 available for Linux please provide me the download
Assign Service SLA within Form and Field Rule (for Services)
Hi, By using field and form rules in a service template, I can simplify and reduce the numbers of services in any Service Category. However, I found that I am unable to assign different SLAs based on a field value (as example, sub-category or item). Now I have one service request template used for different sub-categories, but without any SLA assigned (each sub-category or item could have different SLA). By using Business Rules (Service Catalog), also I have no option to based on criteria assign
SDPlus Incoming Mail Fetch Problems with Google Apps
Hi... I'm having an issue getting the Mail Fetching ( Incoming ) working properly with SDPlus on a Google Apps mail account. I'm using SDPlus 9.2 build 9211. I know that my username and password are set correctly. Any help in getting the correct settings would be very helpful Thanks...
Update failure 9207 to 9213
Hello All Having issues updating to from 9207 to 9213 (i know there are patches after, but tried those with the same results). The updatemanager fails and throws error about trying to read ARC_ServiceReq_XXXX and ServiceReq_XXXX where XXXX is a valid incident number whilst trying to do the pre-install backup. If I look in my DB (MS SQL) I can see other tables similar which are blank , so a quick create from and add in the tables then it proceeds until it hits another one thats missing. Original install
Absence of service field "Editor"
Hello, Refering to https://www.manageengine.com/products/service-desk/help/adminguide/requests/editor.html I can't enable the editor while configuring the Service Request Template. The service field "Editor" is absent in Technician and in Requester tab. Furthermore field name "Editor" is not reserved, I could create this field name in incidents additional field. SDP 9.2 Build 9226 What I'm doing wrong? Thank you.
Restore "Production Setup Confirmation"
There is a prompt that comes up when restoring data asking whether the restore is being done on a production environment. What is this for? I would assume that the restore process would be the same for all databases, whether they are test or production?
Importing users from Active Directory: Can I prevent site creation?
We use AD import for bringing in new user accounts. Those user accounts are sometimes created incorrectly, and the tier 1 tech has erroneously entered the office location (which we map to Site). It seems that when this is done, the import creates a new site. I'd like to prevent that as I'm continually cleaning up the sdp requests and having to move them from sites and disabling those sites. Is this possible to prevent the import if the Site is not available? If not, can I please have a feature request
Personalized Password
Which manageengine's version allows to manage passwords parameters to technicians and costumers without the activation of AD or LDAP?
Add NETGEAR NAS to Assets
Has anyone ever added a NETGEAR NAS to Service Desk and gotten the scan to pull all of the details for it? If so what configuration did you use for the scan?
Change Management Approval Status
What toggles the Approval Pending status of a change request? Our change request work flow is fairly simplified, where each stage each stage has an approval, reject, or RFI status. We do however move the change request from directly from the Planning stage to Implementation stage, skipping the Approval stage. We do not have CAB and it seems redundant for the Change Manager to have approve the plan then turn around and approve it again. I have attached a screen shot of several changes that have Pending
CAB members cannot view changes
We have some requestors as part of our CAB. When they get a notification to recommend a change, they cannot view the change because they are not a Technician that has permission to view changes. They get the "You are not authorized to view change module and details" message What do I need to configure so a normal Requestor who is part of a CAB can look at the changes they are listed on? Here is the email template that we use. You will notice we do have the $approvalLink The following change request
Include attachments in replies from Service Desk
Our Users would like to have the attachments included into replies that they receive from ServiceDesk for requests that they have opened.
Duplicate Email Tickets Solution?
We're extraordinarily interested in this product. I've seen a number of posts about duplicate tickets created by way of email replies. I also understand a fix/feature had been in the works. Is there a status on this? I cannot tell if it was ever resolved. Alternatively, has anyone thought of a workaround of some sort such a preventive maintenance to merge tickets or something (if this system is even capable of that)? I've also considered if this was implemented on-premise then technically a few scheduled
Service Desk Plus service not started
Dears, Im new user and I have a problem with this solution. yesterday the unit C its full and the service SDP stop. after assing more storage to unit, the service stop continue. when view the log, the message is: " Unable to write to the configured log directory: server\default\log (The system cannot find the path specified. (0x3))" I have a bad english, but excuse me, I need your help!
Custom script (powershell) does not work
Hi Everyone! I wrote script which will add new request, SD said Action Executed is :test2 Message: successfully executed, but nothing changes. Command in custom scripts cmd /c start /wait powershell.exe -file C:\ManageEngine\ServiceDesk\integration\custom_scripts\test.ps1 $COMPLETE_JSON_FILE. PS version 3.0, also i manage execution policy, now it unrestricted. Maybe someone can tell what wrong? p.s. Run this script on server manually, it create request, but without params (line 11-13). Script
Service Catalog - How do I edit existing pick list values?
How do I edit an existing pick list in your form? The edit icon only allows to set "mandatory, view and set options. but there is no icon to edit the pick list values.
Read Only Dashboard
I am trying to display the Service Desk Dashboard on a display screen in our NOC so that managers can have a quick view of the numbers of open tickets and SLA status as they walk through. Is there a way to configure just a read only dashboard without having to be logged in as a technician?
Requests have lost their colour
Hi Folks, I have just done a marathon updating session which went surprisingly well. Only one slight issue has arisen so far. The text on the main requests page used to be in colour and now it is in black wand white! I have checked the settings in Admin / Helpdesk / Status and it showing Onhold is red, Open is Blue etc. etc. What am I doing wrong? Tom
Cannot Login using Mobile App (Iphone)
Hi All, I currently cannot login to the Mobile app, an iphone, using any user that is an Active directory user. Local authentications working OK. The app returns the message "Error Username and / or password provided was incorrect" the password is correct and i have tested with numerous users. I am using pass-through authentication and can login fine into the portal using a laptop, just cannot get it to work form the phone. Can anybody give any tips on getting this working? Log files to check Thanks
Showing and hiding resource fields
I want to show and hide resource fields. Do I need to hide everything upon loading and then show them again when the criteria triggers my rule? Is that how it should work? The user case is onboarding and asset requests: Allocate a desktop handset: ->Hide Telephone Handset models ->Hide headset models ->Call center agent licenses Do you wish to reassign existing handset and/or call center agent? If NO, then show fields regarding phones and models. If Yes, then show fields for questions about existing
SLA's not working
Hi, I've added 4 new SLA's that are governed by the Priority field of a ticket. When tickets are created they don't seem to take this SLA, instead they take another SLA for 100 Days for our Projects. I've checked this and there are no conditions for this SLA. Does the fact this has no conditions means it takes presidence over the new ones ? I've played around with this on our test system and the solution is the delete the 100 Day SLA but we may need this on our Live system! Q: Should we add the SLA's
Database table cleanup
Hi guys, To try to improve some performance issues with our SDP instance I've cleanup up the old system notifications using the query: delete from notification where (NOTIFICATIONDATE <= '1459429200000' and SENDERID = '1'); Which just deletes any system notifications older than April this year. Seems to have made a noticeable difference. Now that the notifications table is reduced, I can see the next three largest tables are: SystemHotFixInfo ErrorLog HwAuditHistory Is it possible to cleanup these
Corrupt profile? Get NTLM error when open Asset scan summary.
When trying to access the scan summary, I get an NTLM Failed Redirecting To Login Page error. I click on ASSETS, everything looks fine. if I click on any of the items in the Scan Summary section, like "Workstation/Server Detected" I get the above error. This was working fine yesterday and no changes have been made to the SDP application. I can get to everyplace else. I restarted the services and it's the same behavior. My co-employees are NOT having this issue. Wondering what it could be? Using build
How to modify table structure in Solutions edit mode
I have a table I created in solution and now I have to modify it and add row and column. Unfortunately I don't see how to do that. Pls, help.
SD Agent
Hi, How can I make sure that the correct agent scans the workstations in the domain and sends the data to the Service Desk? Thanks.
Automatic Email Generation
Is there a way for SDP to automatically send emails for the following scenarios: 1. When a requester opens a ticket, to have SDP send the requester an email with the ticket details 2. When a requester opens a ticket, to have the support group automatically notified that there is a new ticket. Thanks
Spam filter question
We have several teams that are talking to themselves between the mailboxes configured for each of their group in service desk plus but this ends up creating e-mail loops. You get the acknowledgement request from one side and then the acknowledgement request from the other side and so on and so forth. So if I add their e-mail address to the Spam filter in the "Sender is" field, whenever a groups tries to talk to the other group will it still leave the e-mail come through since it has a ##requestis##
Preventive Maintenance
Hi, Is there a way you can export a list of the Preventive Maintenance items you have setup to include Category, Sub-Category, Item, Time etc. ? Not the ones you've created, just the list of items that should get created each day.... Andrew
Creation of incident by user-requestor via REST API
Hello, Please advise me how to integrate the service desk with user-requestor via REST API? The user-requestor does not have the technical key, and without it the incident can not be created. Any other way? Thank you.
Quick Create Settings (for Requester)
Dear Support, Is there any option for Quick Create Settings to end user, as they don't want to complete all the form in incident template. Regards Mooez
Populating "Asset Components" in Assets
We use an air gapped system, so I have to add all the assets by CSV spreaddheet. I am trying to get to grips with the Asset side of Service Desk. I can create a server but I want to add "asset components" to the server, like memory, PSU DVD drive memory etc. In the default setup I have under Assets, Asset Components there is only Keyboard and Mouse. I can not see how to populate these option to include Memory, PSU DVD drive etc? I am new to administering this and the previous imcumbent managed to
Manage Engine slow down
Hi, Our Manage Engine environment is experiencing slow down from time to time until the time we cannot access it anymore. Sometimes, when we restart the service, it will be up again. What could be the possible reasons for this? The only thing that we can think of is the large number of file attachments. Will that be a concern? Thanks! Geraldine
REST API - Get all CI´s owned by a person OR department
Hi all, Is it possible to use the REST API to get all CI´s owned by a person OR department? Thanks, Hans ### Get all CI´s $key = '627CAA04-A195-4EB5-88FB-348A888CAAAA' $server = 'servicedesk-test.DOMAIN.com' $body= @{OPERATION_NAME='read';TECHNICIAN_KEY=$key;format='xml'} $xmldoc=Invoke-RestMethod -Method POST -Uri "$server/api/cmdb/ci/list/all" -Body $body $xmldoc.OuterXml
Creating Tasks
Whenever a task is created the browser closes. I tested this on I.E 11 and on Chrome. I enabled popups on I.E.and now receive message "The webpage you are viewing is trying to close tab" Do you want to close tab" If I say no the task creates fine. In order for it to work in Chrome I have to do a save and add new. 9.2 Build 9213
Remove -> re-add technician effect on tech history?
If I remove a technician's account, then re-sync AD , then re-add the technician with the same credentials, will he still be attached to his long term history on requests and changes and custom views? I have a tech who is getting weird behavior and I believe this is a solution. Thanks
Can't able to see a technician
Hi, I created a technician but I can't see him. He is active because he can manage tickets (reply, close). I would like to add a new role but I can't. If he try to create this technician again, the message is : "Login with same name already exists. Please provide a different value." Have you got the same issue and have you a solution ? I don't want to delete and create again the technician because all tickets he has closed will be blank for the field technician. Regards Sylvain
Restrict Incident Request Types to User Groups
I want to restrict Incident Request types to specific groups, for example I only want users that are part of my HR group to be able to create requests that are related to onboarding and offboarding. I do not want any other users to even see those options. Is that possible?
Scheduled reports after SD+ reinstall
Hi, I recently had an incident with SD+ that made me reinstall with your help. I was able to restore attachments and everything but scheduled reports. Can you please let me know which files/folders or how I can restore this reports? Thanks
how to configure sms gateway to servicedesk plus
Dear Support, We have SMS Server for sending SMS to our technicians, we use the IP Address of Server and port 10001 for sending SMS. Kindly guide us how to configure this server to SDP Regards Mooez
Notification Bell Stopped Displaying Message Count After 9222 Patch
This bug has persisted through multiple patches now. Has anyone else experienced this?
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