alias url
I want to change the url internal users use to access ServiceDesk. I followed the directions on page 197 of the admin guide, but it doesn't work (admin tab> general settings> Self-Service Portal Settings). Does anyone know how this is done? Thanks!
Service Catalog
Dear All, Please suggest about to service catalog
Disable Community Tab
After updating to build 9209, I noticed a community tab that is available to technicians. I'd like to be able to disable that, as I want techs to work directly with me as the administrator of the application. Is this possible?
Certification in ServiceDesk Plus or just continue to ITIL?
Hi All! New user here using SD+ with my organization and we are about to go live in the next two weeks. Are there any specific certifications or training manuals for SD+ online or would it be better to pursue ITIL certification (after A+) to solidify my skills in this part of the IT industry? Thanks! Mike C.
How to remove word "OPERATION" from templates
We updated from a rather old version and now I notice that in a lot of notification emails the word OPERATION (see Yellow marked below) is added at the beginning. However I do not see that in the template(s). Where is this added and how can I remove it again? Thanks Van: IT [mailto:xx@santander.nl] Verzonden: woensdag 20 april 2016 10:52 Aan: xxxxxx Onderwerp: Ticket ID: ##TT-9662## Added to IT Systems. Subject: trests OPERATION: Title/Subject: tests Priority and type (Request or Incident): Request
How to change the base currency ?
Hi All ! Can't change the currency in the SSP settings. And can't change the base currency in the PO module. Options are just unavailable. How can it be done? Thank you Nikolay
Populate description field with data from AD/Requester details
Hi, Is there a way to populate description field with misc information which is already in SDP db? When a user chooses a template the description field get populated in predefined way. For example in my template it maybe something like: Name: $userfullname DDI: $otherphone Mobile: $mobilephone E-mail: $mail and so on... we can do something similar when we generate a notification email, but I need this to be tied to a specific template. Thanks.
Role/Rights for Import Request
It appears that only SDAdmin has the right to import requests? Craig Rice
Survey - "User does not have sufficient privilege" in Chrome Only
Hello, I use SD+ for submitting/working/resolving Request and have no issues. When I get the email to complete the SD+ survey.... "Please help us improve our service by completing this short survey." and click the link to the survey I always get "User does not have sufficient privilege". Chrome is my default browser so the link always uses Chrome. I finally isolated this issue to being Chrome related only. I copied/pasted the link in IE and FF and it worked in both browsers. Any idea why Chrome
Request for multiple items and users
I have a need to create a request work flow for requestors that want to request new equipment. Sometimes, instead a single request, we receive a request from a supervisor for multiple devices that need to be distributed to multiple users. Currently, the supervisor needs to submit a form for each user. I'd like to create a field that asks the requestor if the request is for multiple users. If 'yes' is selected, a reply template is sent out that includes a spreadsheet template to be filled out by the
Gamification in ServiceDesk
Dear ManageEngine, Is there anything in the works for adding Gamification to ServiceDesk Plus? This is an awesome way to keep the "Technicians" motivated and engaged as well as adding a bit of positive competition in the team. Regards,
Report generation is running
Dear Team , Please help on the below screenshot. Actually it is working in all of the user but for one technician it is not allowing for the report,please help.
Stop "Request Status Scheduler" from automatically popping up?
Greetings, We recently upgraded from version 9.1 to 9.2 (currently running build 9209), and I have noticed that now on a status change that stops the request timer, the Request Status Scheduler window now automatically appears. Is there a way to turn that off? It used to appear only after clicking on the icon next to the status.
What Table does the Asset notes reside in.
Trying to write a report using Crystal and I can't seem to locate what table the Notes field is on for Workstations. Can anyone help? Thanks!
Known Errors - How do you use them?
Hi all, We are trying to gain an understanding how known errors work in Service Desk Plus. There does not appear to be a lot of functionality around known errors and the ITIL Known Errors Database (KEDB). What we are hoping to do is - as soon as a problem ticket is raised, it would appear on a Known Errors Database so that customers can search on errors before raising a new incident. These known errors would get updated periodically (during investigation) to include a workaround or, occasionally,
Business rules and Change Request Template
We are in the process of adding our level 1 and level 2 troubleshooting to our incident templates. We use business rules to execute the template change for well defined emails. Since there is no merge option in business rules (would be a nice feature) for the content coming in via email, we choose to put the troubleshooting steps into the resolution section of the incident template. The business fires, it changes the template as expected, but the resolution portion of the newly created ticket
Help with Mobile Push-Message
I would like to enable Mobile Push-Message to our technicians but I do not understand how to do this since we do not use any proxy-server in our environment. Out SD-Plus server have direct access to Internet (well.... a firewall with policies in between of course). What should I do to make Mobile Push-Message work? Sincerely, Per
Need ideas on how to apply better location based descriptions to a ticket
In our old in house Helpdesk, we had a simple diagram of a site, that might have multiple buildings, with multiple floors. A user would choose their site location, then drill down even further to their individual building number, then even further, to their specific room. Is something like this currently possible? We still have all the images of all the buildings and rooms, is there any area inside SDP that we could use to display these images and associate values to fields when a new request is
Change request Custom Trigger
With the new custom trigger feature for change requests would it be possible to manipulate the 'Scheduled Start Date' with a script. What I would like to do is when a CHANGE request is CREATED and meets a specific criteria ( eg change category ) I would like to set the scheduled start date to 2 days from the current date. eg IF current day is Monday THEN start date should be Wednesday. I would also need to exclude weekend dates from the equation so if current day is Thursday or Friday then start
email settings for MS exchange for incoming emails
we use exchange 2010 with service deskplus, notifications from the system of call activity go to technicians fine, what is the settings with use of exchange for using it for incoming calls, we have smtp for outgoing but dont see this an option for incoming emails, i.e. we plan to be able to use the email method of logging calls for those who are unable to access the helpdesk portal.
The link for downloading the 9211 serice pack does not work.
When selected it goes to a "page not found" screen. Is this release going to be stable?
Hiding a Group From Technicians
Is it possible to create a group of technicians and make it invisible in the drop down for those in the group? For instance, not having the Yellow highlighted line below display on any technicians display. Thanks, Ken
Version : 9.2 Build 9211
upgraded to the above, but know the users are unable to view previous request? some users are not appearing in the requester list either ? technicians can see all request? Regards Raxs
Custom View - Category issue
Dear Team, Kindly help me for the below issue. Under the custom view category list is missing !! till yesterday it was working fine.Category is reflecting in all other functions(request ,report etc) Thank you Anujitha
How do I allow an entire category of solutions (85) to be seen by a user group?
I have recently added a user group (site and location), and we've rolled out a service to them. I'd like them now to be able to see all of the solutions within the service. How can I grant them the access to all of those solutions without having to go into the solution, unpublishing and republishing to all. If this can't be done from the front-end, how I do this from the back end using a query? Thanks, Adam
SMS requester
Hello, We are planning to use service desk as a complaints system , Where we are creating any complaint from our customer as a ticket. Every thing is going smoothly, the last point is: We need to send SMS to the requester when the request is added. We have SMS portal that we can send SMS by sending email with particular subject to "mobile number"@xxxx.xxx by using the field E-Mail ID to notify we are able to send SMS to the requester. now the problem is that we are not able to change the field
Self-Service Portal
Version 9.1 Build 9121 Hello, I am looking to implement the Self-Service portal for my organization. Is there a way to configure ManageEngine to allow users to self register? Thanks, Bryan
No Manage drop down in Service Catagories
I am logged in as an administrator to ServiceDesk Plus Standard 9.0 Build 9040, Selected Admin Tab -> Service Categories I do not see the "Manage" drop down that is indicated in the documentation. What am I doing wrong and where can I manage the IT Service list? Mike
CustomerRequests.do / REST API equivalent.
Is there an endpoint that I can consume to get the same or similar output as if when I interact with CustomerRequests.do page. Open Requests Requests On Hold Pending Requests Closed Requests All Requests Overdue Requests Completed Requests If you need more information about CustomerRequests.do: 1. Login to the portal 2. Got to Accounts Tab. 3. Click on a Account. 4. Click View All Requests. OR, you can open a new tab in your browser and type http://<SERVER_NAME>/CustomerRequests.do?id=XXXX
Has anyone successfully implemented the CMDB
Hi Wondering if anyone has successfully implemented the CMDB including all the relationships. I am asking as for 6 months now we have had lots of issues when we try to edit/move CI's. We constantly get errors and have to call support. The solution is always to run a query to address some database relationship/record issues. Also very confusing as to how the service catalogue supports the CMDB. When we follow the manual and create and IT service in the CMDB, they then all appear in the service catalogue
help me for extraction solution manage engine ?
hello, I wonder how it is possible to extract all the solutions created to manage engine in another format because we will change enormously product we have a problem with your software and french support and totally incompetent to date .We no product satisfaction as we sum customer for 5 years. Because of this problem we do not wish to retain manage engine software ... can tell me how to extract all my solutions in a format the time of a possible transition. server base Mysql v9.2 build 9206
AD import not all domains listed
I am setting up a new SD Plus server and trying to import our users. AD import only list one domain and I have two to import. Any ideas?
Restrict Technican's PO access to approving only
I would like to remove a technician's access for creating and editing PO's in the service desk, but allow them to approve request's is this possible??
SSO redirecting to Homepage.do
Hi, I've enabled SSO in 9.2 9200, the SSO is working but regardless of the URL entered it always redirects to the homepage if it's the first authentication session in the current browser. (subsequent URLs work in the same session) I've read this issue occurred in 7.6 and was fixed in 7603 (SD-24904) https://www.manageengine.com/products/service-desk/readme-7.6.html Can anyone advise why this is happening, I would expect a link in the email to land in the call, not redirect the user to the homepage.
Schedule Network Scan: works or not?
Hi, I would like to know if I can schedule the rediscovery of subnets defined in the "network scan" section. Does anybody understand if the "audit settings" take effect also for the network scan? The customer needs to discover linux machine that obviously are not in the Windows Domain. Thanks Rob
Blocking a Generic Login
Hello, We have a generic Windows login that is used by a couple of non-critical PC's. However I have some users using the login to access Manage Engine which means I am not able to identify who has actually logged the call. How do I go about blocking anyone from logging into Manage Engine with this AD login, without changing the AD account?, Thanks, Lisa
SaaS UI Vs. On-Prem UI
Is there any plan to migrate the on-prem software to the same UI as the SaaS version of SDP? The UI with the SaaS solution is MUCH cleaner and efficient. We have actually looked at changing to the SaaS model, but we use custom triggers. Are there any plans to change the UI for the server version?
Move ServiceDesk Plus MySql database to PostgreSQL
I've been trying to move the database to a new server running PostgreSQL from our current ServiceDesk Plus MySQL via the backup.bat file. According to some of the other product posts I've found they imply the databases can be moved, however I haven't been able to do so. Is it possible? Both of the servers are running build 9200.
custom field
Hi, I have added a new field called "Harcanan zaman (dakika)" in one of my service catalog form. How can I get that field to my reports? what is the difference between adding a field directly in service catalog form and Admin--> User Additional Fields. I am asking since I can not also see created common additional fields in my reports either. Which one is better to use in all forms like service catalog or default request and later to get reports?
Unable To Choose Database During Installation
Good day, sorry for stupid question, but am I right it is not possible (anymore) to choose the database during the ServiceDesk Plus installation (despite it's being mentioned in the installation guide)? I don't want to start with POSTGRESQL, because we want to use our MSSQL server. I tried to migrate from previous POSTGRESQL to MSSQL but the process is just not optimized. The restoreData.bat doesn't do it's job well and I read lot of folks have the same issue, so I want to go CLEAN and start with
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