Updating to 9207 from 9003
We are running on version 9.0 Build 9003 and the newest is 9.0 build 9207. Will I need to apply all the previous builds before I can apply 9207?
Set Default Font
Hi There, I'm wondering if there is a way to set the overall default font in SD+, for all email correspondence? I have tried the suggestions in the following thread; https://forums.manageengine.com/topic/change-default-mail-font#49000007809269 I have tried changing the font in all the reply/forward notification templates we use under Admin-->Notification rules-- However when I press save and test the email, the font is reverting to Arial or Times New roman. We would like to set it to Veranda
how can i get license for manageengine
please room i need to know how to get license quote for manageengine tools
Hide Admin user from technician selection list
Think I read you can't remove the Admin account but how can I hide this user from the technician selection list when users submit a request? This account isn't checked and a request could lay unattended. Thanks
After Upgrading from 9.2 9200 to 9.2 2907 - Clock is not showing in the incident ?
After Upgrading from 9.2 9200 to 9.2 2907 - Clock is not showing in the incident ? Any once can help me or is there any way that I can get the report where I can get the time spent for each status of the incidents. Regards Sanjeevan
Alternate Login Page?
Hi, We use (Micro Focus) Access Manager to front end/SSO many of our services, and I'm trying to do the same with ServiceDeskPlus. We can pass a 'FormFill' to a URL and the form will be submitted silently, prepopulated with username, password, Domain etc. There is a lot of Javascript that seems to be stopping an auto-submission of the username/password/domain that I am trying to pass through. Rather than mess with this, is there a simple HTML example of a login form that will successfully login
Active Direcory and fields
Hi, is it possible set the impact depending on a users OU in AD? Thanks
How to activate user feed back after resolving the ticket
How to activate user feed back after resolving the ticket.
child task doesn't start
After update SDP. Now present version 9.2 build 9204 question: After the request opened, starts the pearent task. After we closed parent task, the child task doesn't start. If will press "trigger" child task, error will be shown "Cannot trigger tasks which has parent. [410]" 410 -id children, not id Parent
User Notification Emails
After several years of using ServiceDeskPlus we've decided to turn on user notification emails. We wanted a user to get an email whenever a request is updated or closed. Closed is fine (we actually send out a survey as well), but we're struggling to see what counts as an update. Closing the call seems to count, but adding a note or work log doesn't seem to trigger it and we're trying to make it as easy for the user as possible without requiring them to login to see updates.
update Assets from csvfile
Hi Is it possible to update assets data from csv file ? I would like to updates Acquisition Date and Warranty Expiry Date based on Service Tag.
How to give permissions to users in a site to view assigned tech and priority columns?
Our IT Department is new to ManageEngine and we are still learning all the features. One thing we would like to do is to give permissions to ALL of our users to see their assigned technician and priority. Right now we have configured all users to see all requests within our site but I have not seen a way to configure where they can see their tech and priority as stated above. Right now, those columns says "Not authorized". Is it even possible to to give those kid of "permissions" or "views". Thanks
Technician Groups
How does one create more groups for the technicians. Out of the box there are 3 available groups for technicians: Hardware problems, Network and Printer problems. I can't figure it out. Thanks in advance
Update 9207, is it safe?
The subject says it all... -Ross
display the name of approver
Hi, There's the email address of approver in the request 'approvals' tab. How can we display the name of approver ?
Recurring Incident Triggers Problem
Dear ServiceDesk Plus Team, Hope you are doing well. Can a recurring incident automatically trigger the creation of a new problem with the same title? If yes, how can we do so? Thank you in advance and have a great day. Regards, Ahmad
Urgent - Unable to find requester
Hi, We are trying to search for a requester to convert them in to a technician, however I am unable to find them in Admin > Users > Requesters list. I always search for them by surname, but that does not return the right person. I have also looked through all the requesters we have under the M, but they do not appear. I can log a ticket under their name as a requester, so they appear to have been imported from AD and have even double checked to ensure they are not already a technician. I have tried
When updating a request with a resolution, status does not change
Hello, Recently I have noticed that while attempting to resolve several requests, when I enter a resolution and select the status change to be "Resolved" that the entry is saved, however the status remains open. I must then, edit the request and change the status to resolved again for the action to take place. Perhaps this is only a case of me being impatient? The next time I notice this, I will wait to see if the status changes. I haven't noticed this happening before. The request history for
Conditional Change Approval for a Change Request?
Is it possible to have a change template that has a stage which includes the Service owner (populated from the owner in the service catalog) and, if that field is populated, to require approval from the owner within a stage? Thanks, Adam
Can't add multi user for chnage rules
Dear All Seeking your support to solve below issue as I can't add more than one user per change role (ChangeApprover /Line Manager/ ........) Product Name ManageEngine ServiceDesk Plus 9.2 , Build 9201 Database : MySQl
Roles for Change Management
Dear all, Is it possible to assign Change Roles to non-technicians? We would like to provide a change request form for all users. therefore we want to enable that every user can open a change request. many thanks kind regards Sladjan
windows 10 agent SDP compatibility
Is Windows 10 compatible with SDP because when i want to install the agent it shows an error
Upgraded to 9.2 Build 9205 and now get "An error has occurred" when closing tickets
This issue happens on just about every ticket closure.
Scanning Lexmark and Sharp Printers
When scanning Lexmark and Sharp Printers(many different models) using SNMP it does not retrieve the Device Serial Numbers and the CI Name from the Sharp Printers. Is there a way to get this information. It works for the HP printers we have. Here is a screen shot of 1 of the Lexmark and 1 of the Sharp printers we have. Thanks
problemas con la notificacion de expiracion de clave
Hola, en el ultimo tiempo, los usuarios dejaron de recibir la notificacion que la clave vence en el tiempo proximo. He revisado la configuracion del mensaje (a los usuarios), pero no veo ninguna falla. agradecido desde ya por vuestra ayuda. Daniel
Portal Usage Section - What do you use it for?
I'm trying to figure out the best use of the 'Portal Usage Section' on the right side of the Requester's home page. My initial thought is to include links to documentation about SDP or links to forms that are not integrated with SDP. Has anyone found an effective use case for this section? -Brandon
How can migrate from MYSQL to POSTGRES?
Dear Team, We are using the build 8.1 of service desk plus with MYSQL database. Today i downloaded the latest version of SDP 9.2 for trial purpose which is having only POSTGRES & MSSQL type of database. So if we plan to upgrade the SDP to 9.2 then what about database restore?? How is it possible. Regards Prashant Mangal
Sites with associated requesters / Technicians
Hi, We have an issue with the number of sites that are imported from AD, some of them are typo's that should not exist. I am trying to cleanse them, however in order to get it to be permanently deleted and not re-imported every evening, I would need to know where the information is being pulled from. So is there a query that could be run to a) show me all the sites that i can easily export to excel and b) show me which account the site is being pulled from? Thanks Lynne
Noob question about adding products (and types)
Hello, I have a non-IT asset that I need to manage with SDP. It's a fuel system comprised of pumps, control boxes (with IPs), filters (consumables), FOBs, and management software. I'd like to enter as much info into SDP as possible, but I'm not quite sure the "proper" way to classify these things. I've added a product type called "fuel system", with subsequent components (pumps, filters, etc), but I'm having an issue with adding the key FOBs. The FOBs are purchased in a box of 10, which has a product
Importing MS Project files
We recently upgraded to Build 9200 then to 9203 nd 9204. While I welcome the improvements and the many bug fixes included in this upgrade, I have 1 disappointment: importing MS Project files. I downloaded nad inmported the sample MS Project file on the Import projects from MS Projects page and successfully imported that project file. But when I tried to import a MS Project 2013 Standard project file, it fails with this error: Only MPP files can be imported. The file I tried to import has the MPP
Create a Request by executing a script in Custom Triggers
Hello Is it possible to create a new request by executing a script in Custom Triggers? I'd like to create another request if the user chooses a specific value in an additional pickup field. Regards, Markus
Backslash being removed from Request notes (SD+ version 9.2 build 9204)
Our company has recently upgraded to version 9.2 9204 and we have found that backslash characters (\) are removed from the Request Notes when they are edited. To replicate: - Add a Note to a Request (e.g. C:\Temp\testfile.txt) - Click "Edit Notes". The backslash character will have been removed. Is there a fix available for this issue?
Emailed Request - Assigning a group based on users site
We are fairly new to this and one of our sister sites has been using the software for over a year now. here is what I am trying to do: Currnelty there is on email address the is site specific to our sister company, we are trying to come up with a generic email that users and add requests with though. The current Automated Business rule looks at the specific email address being sent in to assign a default group. I am trying to create a default business rule that would assign a group based on the
SDP Security Question?
Hi SDP Support, We are a potential customer for SDP Software. Could you please help to answer the question as they are concern for our security team? Session Management 1. Is the session token tied in some ways to a specific HTTP client instance (individual session ID/Cookie and IP address) in order to prevent an attack in a form of session hijacking, replay attacks or automated script attack? 2. Can SDP generate the new session after successful login or any re-authentication?
ServiceDesk in DMZ
Hello, Our current installation of ServiceDesk plus is reachable only from inside the network and over VPN. We are considering moving ServiceDesk server to DMZ to allow our company users and technicians access it without need to of VPN while they are working remote. Alternatively we could leave the server on the LAN side and open ports in the firewall to the server. What are some best practice would you recommend for these scenarios? Is there a list of ports? Any security measures should be
Set Value of "DUEBYDATE" not working...
Hi. We are not using the SLAs. Instead, we created a field called "Requested Completion Date" so that our users can put in a date as to when they want something done. However, in order to get the "overdue" notices, we have to have the DueBy date filled in. I am trying to run an onSubmit event to update the DueByDate with the value from the "Requested Completion Date" (aka "WorkOrder_Fields_UDF_DATE1") This is what I've tried, but the field is not updating. var x=$CS.getValue("WorkOrder_Fields_UDF_DATE1");
Managing Standard Builds as an Asset
I've got a menu of workstations and laptops that I'm offering to users through the service catalog. These end up being a checkboxes (Standard Laptop; Executive Laptop; Standard Workstation; Executive Workstation; IT Workstation, etc). My question is in how this would move from a service request to a purchase request. Our quote looks like a bunch of products. 1) Would you create one product representing the selection of products (ie., the Product name is "Standard company build") OR 2) Would you
Scanned Software
I am new to the Asset management features in SDP. I am in the process of setting up the workstations with the Asset Explorer. I had to delete a workstation(twice) and noticed that it doesn't clean up the scanned software from the deleted workstation. In this example for Windows 7 it says I have 2 installed When I click on the Windows 7 to show the installations there are no PC's Listed Should it clean up the scanned software when you delete a workstation or do I have to do something to clean it
Response time on Requests
Has anyone developed a method to measure response time on requests? I have a number of "request" based templates that I need to measure "response" time on. Since the SLA's on requests really only manage Resolution has anyone developed a method to do this? Side Note: One of the annoying aspects of ServiceDesk are the feature differences between incident and request based templates. While I understand the ITIL based separation/justification for this, the trade-offs I have to make between the two template
Managing multiple Projects
We are starting to use the Projects module and as a first step we created a whole bunch of projects (100+). After we entered all the information, we realized that some of the projects are really sub-projects. I would like to know if the projects can be moved to become sub-projects? or is there any way to manipulate a Project once its created. Thanks Sal
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