Cierre de Ticket y evaluación
Buenas Tardes Quisiera saber si es posible que al momento de cerrar un incidente en al aplicación solo llegue un correo de cierre donde se incluya la información : titulo de Ticket Solución del Ticket y el link de evaluación del mismo. Gracia y saludos
HTTPS with COMODOR certificate
Hi, I need HTTPS in my helpdesk, but I recieve error encryption (weak-ephemeral-diffie-hellman-public-key-error)I followed the url https://www.manageengine.com/products/service-desk/help/adminguide/introduction/install-ssl.html I need to configure anything else?
problem Web page only Firefox open
hi afther update to 11 webpage only open in firefox browser
restore a copy
Hello I have ManageEngine ServiceDesk Plus and I need to restore a copy, how can I do that? Thanks
9209 Update
After Updating to this version (yesterday) we cannot merge tickets. I don't see this addressed in the next two patches. Is anyone else experiencing this?
Problema para eliminar solicitudes de Papelera de Reciclaje
Buen día, Tengo la versión 9.2 Build 9207 de Manage Engine Service Desk Plus. Al querer eliminar las Solicitudes que se encuentran en la Bandeja de Reciclaje me marca error: "Error al eliminar la(s) solicitud(es)" Existe alguna manera de eliminarlas de alguna otra forma? Gracias y saludos.
New Task in Home Screen, Group can't be assigned, Task not accessible anymore
Hello Now in build 9208 there is a new problem with the tasks. If I create a new task in the home screen (without linking it to a request) it's not possible to access it anymore after I created it, because it's not possible to choose the support group. Our technicians only have acces to their support groups. I reported a similar problem 10 Nov 2015 but now it is even worse! https://forums.manageengine.com/topic/new-created-task-not-visible-if-owner-isn-t-set Regards, Markus
Flagging items under Configuration Management
Folks, I had previously posted about this, but I didn't see a response so I'll try again: We'd like to use the CMDB in the traditional fashion, which is to say we only want to manage the configuration of certain items, not of everything that is discovered. For example, I have about 600 servers, but not all of them are production servers and not all of them need to be under configuration management? Since they are being populated in the CMDB, is there a tag, a flag, or a state that I can assign to
Hidden Site
Hi Good Morning I need to hidden the site from request because we have one site in SDP and no need to show site in request do we have an option to remove or hidden site from requests. thank you
Technician Email Alert Not Sent
Hi, Having a problem with the "Alert Technician by Email when a request is assigned to them" feature. Email notifications aren't being sent to technicians when the technician is assigned the request via the "Assign Group or Technician" window from the Request View. Notifications are sent to technicians when the request is assigned using the "assign to" feature from the All Requests page (and filtered variations of all requests). Bug, corruption or something I'm doing wrong? Regards, Grant.
Shutdown Procedures
Do you have documented any shutdown procedures?
reconfiger a new installation
Hi, After upgrading to the latest version servicedesk would not start. I decided to uninstall the fault product. After reinstalling the new version and after upgrading the database also to the new version. I lost al the current config like company name, mail etc. How can I copy this content to the new installation? Kind regards Tim Verduyn
Reset the approval status in the service incident
Hi, Аfter editing "Asset Details" in the service incident reset the approval status. Approved\Denied again Pending Approval. 1. 2. 3. 4. We have to re-approve the application. It is not comfortable.
How can I move items in the service catalogue to a different service category?
We have one department that is being disbanded. Hence I need to move all the service catalogue items to a different service category. I cannot figure out how to do this? I don't want to have to recreate them all. Running build 9202 on Windows with PostgressDB
New upgrade questions
I have installed 9209 on my test server and it is functioning quite well (still undergoing some testing before making the decision to upgrade from 9118). I like the Self Service Portal Customization but I have a few questions. I see that you can add widgets by entering a web address. What type of widgets can be added? I have been trying to find some widgets on the internet but I was not successful in added them to the portal. can you please give me an example? Can these new widgets be resized??
Possible to exclude expired licenses from available total?
Hello, Is it possible to exclude expired licenses from the total of available licenses in ServiceDesk Plus? Below is an example of what I am seeing: Regards, Chris.
Doing an assets scan on only in use devices
I am trying to find out if there is away to do an assets in ServiceDesk Plus to scan only devices that have hit the domain in x number of days, months, years etc.?
Communicate in email through project management module
I am trying to find a way that we can communicate with the team members of a project through the project management module in Manage engine kinda of the same way that the Requests module does. How can we go about doing this or even in the Change Management module if we could do it there also. There is a notify portion there however when the users replies it is not showing up in the change that is in the system, the request management picks it up and creates a ticket. Any thoughts.
Restoring a full backup
Dear colleagues, I'm trying to restore our full backup to the test server. So the question is - should I have the same type of database on the test server? In production we use MS SQL. Thanks
Planning upgrade 9102 > 9208-10
We are planning to upgrade from v9102 to v9208 or later, though I've read quite a lot of complaints of SDP admins having quite a few problems after upgrades. I won't go for anything on the live server before doing a test, though I wanted to get advice and any tips/suggestions/guidelines from the team here. Sincerely,
Group list is empty
Hi, In a incident when I try to choose a group the list is empty so I can't select one. I can't close the incident because of that. Thank you
Blank group after site change
Hello to all, before upgrade from 9121 to 9208, when we categorized an incident, SDP applied different business rules that assign a specific support group and technician. After that we changed the site with the correct one and support group remains without change. Now, on 9208 build, this is not working. SDP changes automatically the support group to blank. Any idea to resolve this issue? Thanks in advance
Discovery of the link
Hi, After updating to version 9207, when you open links (http://sd/WorkOrder.do?woMode=viewWO&woID=XXXXX) from email, when the browser is closed, there is a redirect to a different link (http://sd/HomePage.do?SkipNV2Filter=true&woMode=viewWO&woID=XXXXX). If the browser is open, then all is well.
Change Home Page Technical
Good evening you can change the technical home page? I can not find where to change it. In DEMO's personal views. Thank you
Remove approval
Hi, How can I remove approval in the request? Status - Approved\Denied (I can not delete). Status - Pending Approval (I can remove). Thanks.
Nilex to ManageEngine ServiceDesk Plus
Hi we are probely goin to buy Servicedesk plus to change from Nilex plus that we have today! is there any posibillety to convert our sqldb Nilex Helpdesk to get it imported to Servicedesk we dont want to lose al that we have in nilex in the trade. i have susessfully imported the inventory but cant se any import option to servicedesk helpdesk part. kind regards Svein Erik Jensen please reply on svein.jensen@are.se ty
Redirect SSL question
So I followed the instructions here: https://www.manageengine.com/products/service-desk/faq-general-modules.html#ssl2 and everything seems to work. My question, will I need to do this after every upgrade/service pack or should this be set it and forget it kind of thing? Excellent instructions, by the way! Thanks
Setting up a Custom Trigger
Hello, I was told via phone support that posting here about getting help setting up a custom trigger to execute a script is the way to go. I have admin privileges on our account and can't quite figure out what I'm missing or doing wrong. Any help would be appreciated. Thank you, Nick
Service Request workflow - Approver is in a different "department" than requesters
The approver of this service has a very specific overlap with the department the requesters are in. We have an operations department. Employees there will request a data change. One kind of Data change is approved by their department head, the Director of Operations. The other kind is approved by a VP of Accreditation. This VP is in charge specifically of this kind of data change. In this respect she is the supervisor of the Director of operations, but in reality the VP of Accreditation is in a different
Sharepoint form
Hi Dear Support How do I make requests for SharePoint service desk application form?
Gallery widget add on
Is it possible to add a gallery from our intranet? Regards,
remote control on computers on a VPN
we presently have computers at satellite offices that connect via VPN and have the agent installed. Is it possible to connect to the machines when they are on the VPN for remote support? Presently we seem unable to connect to them despite the machines showing in the asset list with full details. Any help appreciated.
Can 'Group' be auto populated when Technician name is selected
Hi I wonder if this is possible? Thanks in advance Sonia
Transfer subcategories
Hi, How to transfer an existing subcategory from one category to another category? Thanks!
Approval reminders
Hi There, Is there any way to set reminders for approval task in Service desk plus. Some of our tickets pending for approval for long time as there no reminder set to the person who approves it. Thanks, Kumaran
Technicians name not showing up in worklog
We have a single technician who can no longer chose his own name when he is adding a worklog to a request or change. Normally his name would show up as default in the worklog, when he is assigned the request, but this is no longer the case, nor is he able to choose his own name in the dropdown box. The other technicians cannot see his name in the dropdown box under worklog. We running on 9.2 Build 9200
Using ServiceDesk for other departments?
Does anyone use ServiceDesk for multiple departments? In my organization it is currently being used primarily for IT requests, but we're thinking about implementing for the HR team to do case management. Would appreciate different perspectives on if it's suitable (I think it can work) and any tips on implementing this scenario.
Zoho Reports - Reporting on Item Field
I think I found a workaround to reporting on a field that isn't pushed to Zoho Reports. The one I needed was "Item" which doesn't show up in Zoho Reports. What I do is have Zoho Reports refresh every 2 hours. Gets me everything I need except for "Item". Then I schedule a report from SD+ to send a report of just "Request Number" and "Item". I then manually add that SD+ report into Z Reports. Then using a lookup column I combine both the auto uploaded SD+ data with my new report and create the reports
Approval does not work correctly
Hi, After upgrading to 9.2 is not possible to re-submit a request for approval for one employee. Possibility of re-negotiation is constantly used in the work, now it is impossible. How to fix it? Thanks.
Service Desk Plus Login
I am setting up Servicedesk plus and am using AD authentication for the technician login. I have disabled the in built admin account. I have been out of the office for a couple of weeks and have returned today to continue the configuration. However, when I attempt to login with the technician login, it takes me to the self service portal instead of the technician login. All my technician login's are doing the same and I can't log in to the product. Has anyone come across this?
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