Updating multiple builds at once
Hi when updating to latest version and there are 5 service packs to apply, is it best to start Servicedesk after each update is applied, or can you do them all, then start the server? Thanks
Just installed, wrong login
Good day, I downloaded and installed SD 9.2. It looks like on screenshot. It' written that default login and password are administrator, administrator. I tried also admin\admin. Login and password are incorrect. I tried to reset password (POSTGRES database was only option while installing) with your tip. But it has no effect.
close multiple incidents with a mail response
I'm trying to close multiple incidents as the technicians before me haven't closed the incidents upon completion. I'm doing this in order to get accurate statistics from the panel (=decrease the number of open cases) My initial thoughs were to close all the open incidents with an autoresponse where the usera, who's incidents haven't been completed, could re-open by replying to the automatically genereted mail. I'm would love to avoid going through all the 400 open incidents and "edit" - "add auto
Talk ITSM : Free training on ServiceDesk Plus | September
A completely free, 2-part webinar series that will help you get hands-on with the different modules of ServiceDesk Plus. Attend the complete series to optimise your IT help desk operations. Register just once to enroll in the 2 parts, scheduled for the 13th, and 20th of September in three different time zones. We'll send you separate links to join the sessions before the scheduled date. Part 1: Start your service management journey About: Broad overview of the product and basic helpdesk configurations.
BYOD Device Logging with ServiceDesk Plus
We would like to utilize the Asset Module within ServiceDesk Plus to keep an inventory of BYOD devices and the users they belong to. Has anyone done anything like this?
Any Way to Exclude Certain Emails from Generating a New Request?
I could delete them from Users Database (Requester), but when the next sync from AD occurs, that User will be imported right back. I could create a Custom Trigger for that specific email address but then need to create custom .bat script to delete Ticket. Seems like there should be an easier way to do this. Thanks.
Date Custom Field
Hi, Is there a way of tracking the date when the request was set 'On Hold'? I was thinking of adding a date custom field, but I'm not sure if there is an option to set the date automatically when the request changes status. Kind Regards, David
Add external email to existing reuest history
On many occasions I need to include emails in a request to document the work being performed. Right now I Copy / Paste the email from the Outlook client into a Note entry. Is there anyway to add external directly into the ticket? we use Microsoft Exchange email server. Sal
AD Manager Suggestion
I think it would be a great idea to have visual diagrams for each feature so new users of the product could see all the components that need to be reviewed for a function to work. This would include what is field data (They usually just fill in once), configuration (What they fill in to setup the service) etc. I started by creating one myself in the early days of use, It's likely wrong but feel this would be a great help for relationships of each function. My plan is to develop one matrix for ourselves
Request created by Technician with status 'On Hold'
When a technician creates a ticket on behalf of a customer with the status of 'On Hold', the ticket does not get created. Note that the 'On Hold' status is set to stop the timer.
What are the Criteria used for updating the Request "Last Update Time"
What criteria is used to determine when the "Last Update Time" is updated. When working in a Request and performing updates to the Tasks or Work Log the "Last Update Time" is not affected by the addition of information. When a technician is working on multiple requests and is updating a Task or WorkLog, it is helpful to know what they are working on by seeing a current time stamp associated with the request on the main view...not having to drill into the history of each technician's request. So...what
Exporting All Account details from SDP MSP
Hi Team, Do we have any SQL Query from which we can export All the Account's and it's details such as Operational Hours, SLA, Holidays for each of the site. We are using SDP MSP - 8.3 Build 8315 With MS SQL as database. Thank you, Rohit Pol
Update On Hold Status and OnHoldComments for existing Incident.
Hi, I would like to update Status "On Hold" with "OnHoldComments" for existing Incident using manage engine service desk REST API. Regards, Govind.
Archived request
Hi, Where the archived requests are placed? In which table in database and in which folder? Best regards
Preventive Maintenance & Business Rules
Hi, We have a Preventive Maintenance task that runs Mon-Fri. When we have bank holidays the ticket is not breached for the SLA, but still sits there for us to action. Is there any way to create a rule that says , if a request meeting a certain criteria on a certain day , then it is closed ? I've looked the Business Rules : Category is <Category x> Set to <Closed> is fine, but can a data be referenced, even if it means scripting or having a field autofill (Bank holiday Y/N) to reference ? We have
Table Alias
Good day, What table contains the table aliases? Regards,
How to add new project in Manage Engine Service Deskplus ?
How to add new project in Manage Engine Service Deskplus ?
Email Commands - Generating Email Reply to Customer
Hi, We're rolling out ServiceDesk Plus later this year and one of Remote Technicians prefers to use email instead of the Web Interface. I've tested these Commands today and am much more comfortable with the process; what can be done and how to do it. What I didn't see or know if possible, is if there's a way to email a customer though ServiceDesk via an Email Command. Obviously they could email customer directly then parse Request via Email Commands. Curious if there's a command for "Reply/Send"
Mail Attribute Label of LDAP settings while importing users from AD on Linux
Hello! I'm trying to import users from Active Directory (2012 R2) to Service Desk (9.2 Build 9213) on Linux (Debian 8) using LDAP. That works great with default settings. However, I need to import users' e-mails from field called "wWWHomePage" instead of the default one. So, I change Mail Attribute Label of LDAP settings to wWWHomePage but that does not do the trick, e-mails are still imported from the default field. Could you kindly help to resolve the issue?
Survey Results Purge?
Is there any way to purge survey results to start over? Also in a survey where it says "Any other comments or suggestions" at the bottom, is there a way to change the wording of this?
Pass-though auth. not working.....
I seem to not get the pass-though auth working for AD.... Can I have a good documentation on how to do it?
Service Desk, Desktop Central Integration
I have integrated my Service desk and Desktop Central and now I'm not sure what to do next. They both have indicated that they are communicating with each other. I want to ensure that desktop central is scanning the systems and updating the assets in Service desk. How will I be able to ensure that this is happening. I have selected this option in service desk? Can i initiate a manual scan from within the service desk?? If a new asset is added to desktop central will it be automatically added to
Custom trigger on new conversation
Hi, I'm trying to set up Service Desk Plus build 2211 for my Helpdesk future use, so far it went smoothly for the most part. We have to work with many external support teams, each with their own ticket system. So far we sent tickets by mail form our requests and awaited response with ticket ID to save it to our request so it could be used for further communication. I created External_ID custom field and have good idea on how to handle responses with powershell script. Problem is that I don't see
Problem letter "ñ"
Hello guys, I have a problem with the login SDP, for example my user is jmunozt and when I write jmuñozt the system validates and should indicates wrong user. what are the problem?
Backups
Hello, Just wondering - my scheduled daily backups. What does it backup?
Error Afther Update to 9.2 Build 9224
I've updated to version 9224 was shown, but your version is 9215 and the home page will display Error Message
Unable to Login SSO
Dear Support, After having workaround to this issue and successfully came to login page, but AD users have to provide credentials to login due to two check boxes appear, 1. Local Authentication and 2. Domain.com login. how to overcome this local authentication to login the AD Users directly to requests page. Regards Mooez
bulk uncheck PO approver
Hello, For some reason most of my users are auto checked for PO approver and auto set at unlimited. I tested this out and it's being done when they are brought in from AD. I have the system running the AD scan every night to pull in new users into Servicedesk. Is there a way to make it so they are not automatically made PO approvers? It's very irritating now I have to go through every single user and remove the check box... can I do this via a script or something?
API availability
is the API for ServiceDesk Plus made available for integration with other solutions? So that the source of remediation information can be automatically provided to ServiceDesk for ticketing?
Delete more than 250 requests at a time
Is there a way to select and delete more than 250 requests at a time? I understand how to set the incident number back to 1 after deleting them, but I have about 40000 incidents to delete and that might take awhile if I can only select 250 at a time. We are using Postgres SQL. Any suggestions would be appreciated.
Looking for a partner to help us configure Change Management
Newbie here! Looking for a US based partner to help my organization configure Change Management. Having a tough time through the partner's listed on Manage Engine site. Anyone have recommendations? Thanks! Melissa
REmoving additional email addresses
Afternoon. We often get Requests submitted by our HR Dept through email. However, they can't seem to manage to remember to BCC everyone instead of including the whole company under the to field. What this causes is that each email address gets added to the to field of the request. Leading to any and all replys/responses to go to everyone that was in the original To field. Any ideas to correct this? We have changed the submitter, however it doesn't remove the extra email addresses. Any ideas?
Business rules and ReOpen request
Hi, We have a Business Rules that executes on request edition but it does not execute when a request is ReOpen when it was Resolved and the requester answers to the Resolution confirmation Email and the Automotic Close is Enable. The request is reopened but the business rule does not execute although it has been edited. If you change the status Resolved to Open directly on the request it works fine. Thanks in advance, Aritz.
Ticket needs to be "closed but unresolved" status without assigning an tech. But Ticket needs to be resolved status with mandetory tech assign. how to do this?
Hi, I want Ticket needs to be "closed but unresolved" status without assigning an tech. But Ticket needs to be "resolved" status with mandatory tech assign. how to do this i.e status mandatory tech assign closed but unresolved NO Resolved Yes Closed Yes How can I do this? MDSDP 9.0 9048 PGSQL Mohammad Golam Rabbany Proud
Two or more requestors in PR
Dear Support, How to Add two or more requestors to a single PR. Regards Mooez
SDF-59858 - Option to use Multi Select field type
How do you enable this feature? and what fields can it be enabled on? New feature in 9215 (Released on: 8 June, 2016) SDF-59858 : Option to use Multi Select field type as additional field/common additional field for Incident and Service Requests.
congé technicien/technician vacation
bonjour, Dans ma société les techniciens reçoivent les demandes de ServiceDesk+ chacun leur tour. Ma question est la suivante ,si un technicien pars en vacances comment faire pour le retirer puis le remettre dans le groupement à sont retour? d'avance merci ----------------------------------------------------------------------------------------- hello, My company technicians receive applications ServiceDesk + each turn. My question is, if a technician going on vacation how to remove and then put
Self-Service Portal
Hello everyone! I am wanting to inquire into everyone's methods for dealing with incident request that are raised via email. As of now our help desk is receiving emails from users that are devoid of a lot of details in regards to their incident. So, our help desk personal need to touch each request, contact the users via phone or email, and then update the ticket with the relevant information needed for the technicians. Unfortunately, not every user can be reached, and the techs do not always update
Script to close incident
Hello, Sorry if this has been discussed before. I am looking for a script to close an incident after it's created. Basically I want to close the ticket after the tech creates the ticket to speed up the process.
How to display the notification icon for the requester?
Dear How to display the notification icon for the requester?
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