FCR Automatic Mode
Hello, I would like to know how to turn on and configure FCR (fist contact resolution). We are using version 9.2 Build 9218 Any of the articles I've seen about it seem to reference older versions? Thanks!
Manage Engine apps on a Windows 2008 R2 server
We currently run Servicedesk Plus, ADManager Plus, ADSelfService Plus, Project Management, Change Management and Service Catalog on a Windows 2003 32-bit server. We would like to upgrade it to Windows 2008 R2. Manage Engine website shows Windows 2008 ir supported for Servicedesk Plus but no mention of Windows 2008 R2. Are these apps supported on a Windows 2008 R2 64-bit server?
SMS Setup
Greetings! We have been using SDP for some years now without the "SMS the technician" feature because we find that the email notifications are going to the same devices and have all the detail we want. I was looking on the help pages and forums for instructions on how to enable SMS so I could test it to see if it can be a more effective option for notifications but do not see any instructions on how to set it up. I have entered the mobile number SMS email ID according to the carrier's instructions,
Manage Engine Web Application Potentially Vulnerable to Clickjacking - Return the X-Frame-Options HTTP header with the page's response.
P o rt 443 P ro to co l TCP Service www T itle Web Application Potentially Vulnerable to Clickjacking and is currently supported by all major browser vendors. Note that while the XFrame- Options response header is not the only mitigation for clickjacking, it is currently the most reliable method to detect through automation. Therefore, this plugin may produce false positives if other mitigation strategies (e.g frame-busting JavaScript) are deployed or if the page does not perform any security-sensitive
Change default portal list view
I need to change the default list view on the requester portal. I'm a small one man shop. The user does not need to see "assigned To", "Site", "requester Name", "On-Behalf-of". But would like to show Priotity, category, status. I know the user can change that, but is there a way to change the initial default?
Orphaned Requests
When we delete a technician from ServiceDesk that had a request assigned to them it orphans the requests that belonged to them. The requests are no long showed as being assigned to a technician. Is this how it is supposed to be or is there a fix or work around we can apply that will fix this? Thank you, Jason C. Customer Service Manager Lancaster County Information Technology Dept.
Change Management - Change Workflow
I feel there are too many approval stages in the default workflow. Default workflow looks as follows: 1. Requester submits RFC 2. Change Manager approves RFC 3. Change Owner creates plan 4. Change manager approves plan 5. CAB makes recommendations 6. Change manager approves again I would like to eliminate step 4. Is it possible to change the Stage2 Planning from "on approval" to "on complete"? After the plan has reached "on complete" I would like the CAB to review and skip the approval
"Watch this Portal Usage Video"
Is there a way to link a different video to this location on the "user" portal?
I cannot update to 9121
Hi All, I am trying Update SDP to 9121,I am getting following error.My current version 9200
IIS for Service Desk Plus
Hi Suppor team, In some cases the HTTP 80 port is busy and usually I set others ports, example, 8080, 8090, etc. I would like to use the Redirect option and set the Virtual Directory in IIS Server Is Service Desk Plus Supported? So How do I do it? Thank you.
Russian Time Zone
Hello. Russian Time Zone become +3. How we can change it from +4?
Migration on a Brand new machine
Hi all, I need to migrate my current production version 9223 to a brand new machine. Where I should I start? thank you very much Antonio
"When the requester replies through E-mail" crashed after update to 9217
Hi All. SDP 9.2 build 9218 PGSQL After migrating from 9206 to 9217 something goes wrong. New e-mail did not change status to OPEN. See Config and Request History screenshots: What else can we check in this case? BR. Alex Matveev
Different Roles in Different Support Groups
Hi Dears It is so essential for me and my department to have different permission in the different support groups that he/she is part of that. i want to create my desire roles in the sdp and in the technician edit form for each support group can choose a unique role. it can be choose as default role for all support group or can be selective. Best Regards
Remove Approvers
Hey, After we updated servicedesk to version 9220 al requesters are set as approver in purchase module. The requesters who were allowed to approve can’t approve anymore and the requesters who weren’t allowed to approve are set as approver. We Have only one person who is allowed to approve the purchase. Is there a way I can unmark all requesters as approver? Kind regards, Jordi van Oosterbosch
Is there a way to get the Resolved Time of a request thru API?
I have bee using the View Request and Get Request Fields API. But I was not able to find the Resolve Time of a request, Even though the Resolve Time appears on the report generated from servicedesk.
Connect to ServiceDesk Plus Database?
Is there a way to connect to the ServiceDesk Plus Database using my computer and do a database query?
Viewing Tasks behind a Reverse Proxy
Hi There, We have ServiceDesk Plus behind a reverse proxy (TMG and Sophos) and have run into an issue when viewing tasks in the Ticket and Change modules. If the the filter is changed to any option I am presented with an NTLM Failed Redirecting To Login Page. I have increased the heap space in the wrapper.conf file and allotted the RAM size but no dice. The functionality works if I access the http page from the ServiceDesk server name e.g. http://servicedeskserver. We are running the v9.2 Build 9222
ideas on programmatically adding embedded picture to description area
We are trying to come up with a way to add a floor plan map (with room numbers) to the description area of a request, based on a custom dropdown value. For instance, if we had two drop downs on a request, one labeled "Location", then a child dropdown based on the location value called "Room number". So depending upon the Location value, could I then embed inline, a png or jpg or svg file into the description area? This way, if someone printed out the work order, or just by looking at the request,
How do I edit a previous stage in a change workflow
I'm using 9223. I have a Change in which I need to go back and edit a previous stage. Essentially the Change is in the Approval stage but I need to make some modifications to the Planning stage and update the text in the Roll Out Plan. The Edit link is not enabled. How can I edit this? Thanks.
Custom View Not Working Properly
I've created a custom view to show all open calls. I want to see anything that shows open, resolved or on-hold. In the custom view, I have a group specified, along with a subject filter. The next filter is Request Status - I've tried 'not contains' set to closed to 'contains' set to onhold,open,resolved. No matter what I choose, the view is only showing the calls with request status of Open. Any suggestions on how to get this filter to work?
Updates break redirects
Is it possible in the neat to immediate future to have updates NOT break our redirects that we have in place? The last manual step after every update is to replace the urlrewrite.xml file and the web.xml under the WEB-INF folder to repoint our SSL and DNS names for the users. Unless the update actually DOES something to tomkat, can you make it just leave the "extracted" folder alone? Or to put it another way, is there a need/purpose to delete and rebuild that folder every update? It's broken my production
Purchase Request workflow
Work Flow of new Purchase Request? We have certain techs that l deal with purchasing and find the proper products, then one person does the quotes and orders. Example: If I create a Purchase Request who gets notified that there is a request? Do I need to set approvers so that a person can send for a quote? Thanks for any help. Chris Trauner Network Analyst
How do I add or remove lines from the My Summary block
In our environment, technicians are also requestors. Since the "My Requests Summary" block doesn't show for Technicians, I would like to add the fields to the technicians "My Summary" block. Can this be done? Best regards Dave
Purchase Order: What is the role of the signing authority
I'm hoping you can define the roles defined in the PO module and what actions or notifications are associated with the role: For example, the roles, as far as I can tell are: Owner PO Approver Signing Authority From the documentation, it looks like the owner should be the technician responsible for tracking and completing the PO. The approver is obvious, and it could be used to achieve both fulfillment requires (technical require of the products being ordered) and financial approval (approval for
Is it possible to create tasks based on form fields?
Is it possible to use Field/Form rules to create tasks based on field selections? For example, on our New User Request Form, the requestor might check off the box: Requires Email Y N At this point, we would want to show Resource Fields asking for various information and upon completion we would want to send a task to the Exchange Team to create an email account. The same might go for application-specific privileges, physical security access, etc. Thanks, Adam
Field Form Rule Help
I have a need a field form script rule that performs two validations on one date/field: WorkOrder_Fields_UDF_DATE6 Condition 1: The date in a custom field cannot be in the past - pops up an alert ( I have this based on the script example) But I also need Condition 2: The custom field date must be 5 or more days into the future or pops up a message
Support groups mail issue
When utilizing different support groups Group/sender email within the same domain using exchange 2010, the exchange server is changing the alias name to the default smtp address, so all incoming and outgoing email addresses are using the main email address for the mail server. Works from without the domain. Example main mail server email address - support@abc-company.com group email address for support group - servers@abc-company.com group email address is aliased to main address in exchange support
Technicians cant see their Requests Created
Hi Dears some times my technicians from another support group have to create request for another support group and they have to have permission to see their requests from the first up to end and i dont want too give them support group permission of destination. at the current time after create ticket they dont have permission to see their own requests beacause that is not in their group. how i can solve this problem??? Thanx
Incident Template List Doesnt Fixed number of showing per page
Hi Dears In the Incident Template List each time i fixed the number of showing template it doesnt fixed for next time and each time i have to change it , but in the other place such as User-Support Group it is fixed. how i can fixed it? Thanx
Support groups and email fetching in SDP 9.1
Dear All, Please advise: We currently have one support group using the SDP (IT Support), and we want to be able to use SDP for more than one support group such as IT Support, Admin Support, and so on. How can we setup the system so that IT Support Group will only see IT Support requests, same for Admin and so on based on Group technicians. Also, currently mail fetching is on the IT Support Group email, how can we capture mails for the other Groups as well, so that they be created under those specific
Mail Fetching SDP 9.1
Dear All, Please advise: How can we prevent or properly capture MS Outlook Invites sent to the Support Group email address used to automatically fetch mails into SDP Currently we are getting the following: A new request with request id 8965 has been created by Service Desk. Short info on the request is : Title : New request created with ID: ##8964## from Elaine De Category : Description : A new request with request id 8964 has been created by Elaine De. Short info on the request is : Title : MOC
Key scanning
When is SDPlus going to finally be able to scan and retrieve keys for Microsoft products?The inability to do so makes the asset management part completely useless. Other products can do it. Why can't SDPlus?
Additional information on SD-62436
I am very sorry if this post is in a wrong place. I want to add some information on the known issue SD-62436 but don't know how to do it or if it is possible at all (for a newly signed up community member :)) So: Is there a way to get this information linked to the issue report? This is the information i want to add: Easy way to reproduce the problem (9.2 Build 9218; Firefox 47.0): on the request listview hover over a request's subject in order to see the little window with the description keep your
Search and Reindexing Problem
Has the indexing problem been fix in a recent release of SDP? We are having to perform the reindex procedure at least once a week to get accurate search results. The only reference I can find to this problem is in the following post: https://forums.manageengine.com/topic/search-broken-solutions-and-requests Our Configuration is: Version 9110 MS SQL 2012 Thanks, Craig Rice
Email Change
Does anyone know if you can update a change or add notes to a change via email in the same way you can with a request
REST API all open requests filtered by department
Is it possible to create a REST query to show all open requests by a department or site?
SMS Notification not working properly.
We have enabled following SMS notification. Alert the following technician(s) by SMS when a new request is created. Alert technician by SMS when a request is assigned. We are using same SMS Mail ID for all technician , say xyz@abc.com. In Message Template, we are using $Technician as subject. We have developed an application which will listen, inbox of xyz@abc.com. This application will read the technician name from subject of mail, and will send sms to corresponding technician using a SMS gateway.
Change default template for the WorkLog
Hello, It's possible to change the default option (TRUE to FALSE), of the "include non operational hours" field, in the WorkLog? Thank you.
New Requests by Email - Request Type not set
Request templates (for Technician and Requestors) have the [Request Type] set to 'Incident' as a default. However, when a request is raised by email, the '[Request Type]' is not set. Is there anyway of populating this field automatically when a request is raised by email? It is stopping some business rules from running when we want to close a request automatically. Any help appreciated Jon Ward UK
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