Background
Kindly cuold any one Help me change the Header background to image in Manageengine Regrades MB
REST API query using https?
Can the REST API be queried using HTTPS Reason being that our servicedeskplus installation is only published as https://servername and not http://servername I am trying to query and authenticate a user with a generated key however it is not authenticating
Separate Support Groups?
I'm testing ServiceDesk for our site. I have a question regarding the initial groupings setup etc. We run a multi-campus college, (so 2 x Sites). On each site we have IT Support, so far, no problem. But we also have non-IT groups that, in the past, we have enabled to use the same helpdesk system IT uses. For example, as well as 'IT Services' we have a 'Facilities and Grounds' department that have 2 dedicated 'technicians', and a 'Catering' department that has another 2 x technicians, so any
Upgrade path from SD standard to Enterprise
Any gotchas with this? We are currently running a SQL install of the standard product and would like to upgrade to the Enterprise version without loosing any history/categories/solutions. Thanks in advance, Joe
How does the Approvals process work for SRs?
I would ideally like a request to not be "live" until after it is approved if approval is required. In other words, a tech shouldn't be able to pick it up or be assigned to the request while approval is pending. I have set the workflow to: "All approvers have to approve the Service Request" and made a task with "Automatically trigger tasks once Service Request got Approved" but the technicians can still pick the pending request from the list, work the task and resolve/close. Bug or am I missing something?
Understanding SLA's when passing tickets to different sites with their own SLA's and Operational Hours
We are implementing SLA's into our version of SDP and just wondered how the SLA's are applied if the ticket gets passed to a different region with their own set of SLA's and Operational Hours. For example the UK are classed as the default setting, our operational hours are 8am - 6pm, our P1 SLA will be 1 hr response, 4hr fix. The Asia Pac region have their own list of sites with their own operational hours and slightly different SLA times and obviously are in a different time zone. If a ticket
Does using the network scan to scan Brother printers return meaningful information?
Hey there, We upgraded to the brand new SDP MSP 9.0. I know the version is different than the non MSP version but I believe the question is still relevant. I scanned an IP range on my network that had two different printers. It returned a sysDescription with an incorrect model number (NC-8300h), no Serial Number, and a useless toner supply number (-3 tenthsOfGrams, 150%). It looks like some Konica printers are returning some clearer results but the Waste Toner Box and Staple cartridge are returning
Spam filter on certain incomming emails
We have a spam filter to delete a specific response that comes to our helpdesk from an outside system (we cannot have an exclusion made to it so it does not send the confirmation email). We receive up to 300 of these daily. Since these come into our exchange server first, is it best to have these deleted there than to have ServiceDesk process them and decide to delete them?
Problems with REST API
Good morning, I'm using the api rest of ServiceDesk Plus, but I have a problem creating a new request. The API uses the request name and not his id. This causes an inconvenience when multiple clients with the same name. Is there any way to use the customer id to create a new request by the rest api.
Change Requester Notification
Is there a notification setting for requesters when the technician change requester/owner of the ticket?
Change Approve in the Change Template
Hello Team, The version that we have for service desk plus is 9.1 with the build 9114. What i miss here is the ability to add Change Approver in the Change Template. I do have other roles like the Change Manager and Change Owner in the Change Template. The reason why i would like to have an option to add the change approver to the change template is that we have configured a workflow that would trigger an email to the Change Approver once the change is raised. Is there a way i can achieve this ?
Is possible configure same certificate in diferents Servers?
Hi, I have a customer that they have several Servicedesk in differents servers and they want to configure certificate to access by HTTPS to them. Can they configure the same certificate in the differents servers? I have thought that I can use the wildcadrd certificate but I'm not sure.
"Login Details" for a requester
We're using SDP 9118. We currently use AD authentication for technicians. We're wanting to open our helpdesk to our users so they can start using the service catalog. The question I have is: What information do we need to fill in for the Login Details section for a requester? If they're using AD authentication, then why am I required to set a password? I tried just entering the user's account name, then selecting the domain from the drop-down, but I'm prompted to enter a password. What happens to
Set custom view as default view for requests, possible?
is there a way to either globally edit the default view for Requests or to set a custom view as the global default? I have a view that shown Open Approved Requests I would like to use for everyone. Thanks
Technician back to Requestor
I need to know how can I convert a technician back to requestor. I don't want to loose all his details which are manually modified. Presently in the software there is a conversion for requestor to technician but I want vice versa.
Need more documentation about REST API
Is there any other documentation available, or perhaps i have overlooked it somewhere, where i can find an API map with ALL API ENDPOINTS for each operation? I should be able to reference the documentation and see each possible endpoint. For instance, see below. I could be able to go to the documentation and see all possible object key/values for operation "get_requests", where key equals "filterby" and then see a range of values that would include "All_Requests", and other filters as well. Does
Delete Category
Hi Dears I want to change some category and some sub category from my list but some rules i set with these data. is there any way to notify me witch of my rules will be disable after deleting theme? up to now i have to search all of my rules one by one for finding them. i need a easy way for change them.
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
Clarification of SSL cert renewal on SDP 9.0 Build 9039 (Linux)??
What are the correct steps to renew an SSL cert in SDP 9.0 build 9039 on Linux (including the creation of the CSR)? I have a copy of the original saved sdp.keystore before any keys were imported into it, and it contains one entry for my server & domain: [root@server bin]# ./keytool -list -keystore sdp.keystore.save Enter keystore password: Keystore type: JKS Keystore provider: SUN Your keystore contains 1 entry server.mydomain.com, Mar 20, 2015, PrivateKeyEntry, Certificate fingerprint (MD5):
Reporting on archived tickets query
Hi, Is there any plan to make the reportable fields in archived reports, match that of the "all requests" reports? For example, at present when reporting on archived tickets, under the advanced reporting section >column name drop down, there is no Region option. As we use SD+ as a global tool, this makes global reporting on archived calls extremely painful. Is there a particular reason why the reporting fields differ? If not could I ask that they match that of reporting on "live" tickets
Unable to restore backup to SQL Server
Hello, I'm currently running off of ServiceDesk Build 9000 with SQL Server 2012 installed separately on the network. I created a backup using backUpData.bat on the ServiceDesk windows server and created a VM snapshot of the server. I neglected to take a backup of the database on the SQL Server using SQl Server management studio (I wish I did.) I performed a failed upgrade of ServiceDesk and then reverted back to the snapshot pre-patch which still contained the manual backup made using backUpData.bat.
How configure Service Desk to perform automatic routing ?
Hi Friends, How Do I Configure Service Desk to perform automatic routing to the appropriate technical group when the call is received ? att,
How can I attach files from API to a request?
I can create a request from the API but I can't add an attachment. How can I attach a file or files from API?
Retrieve attachment details from API
Hi, We are working on a project that requires to pass attachment information to another system through Servlet or Rest API. Does the current build support this? If not, are there any plans for this feature? Thank you so much.
Migration from one server to another
We have multiple ServiceDesk plus environments. Dev, Test, Prod. If I make a Request Template in Dev, is there a way to migrate that or copy it to the other server environments or do I need to just manually recreate it? Thanks
Restore Translations
I like to restore the translations. I copy ApplicationResources_es.properties fie of the folder "C:\ManageEngine\ServiceDesk\server\default\lib\classes\resources\backup" to "C:\ManageEngine\ServiceDesk\server\default\lib\classes\resources" but this not working. Any Idea? Thanks and regards, Gerardo Cortes
Service Desk Plus - access from outside network
Hello How can i access our Service desk from outside the network? I use a :8181 port but it fails to load outside.
Importing User from AD
Hi, I get this inside the manager field after trying to import user from AD: CN=Phil Donaldson,OU=staff,OU=Toamasina,DC=toamasina,DC=local I've used "manager" as attribute on the import configuration. Please advise. Regards, Jedidia A.
Mis-spelled requester names when creating a request creates a new requester!
SDP Build 9120 with MS SQL database When our support staff are creating a new request record they type the requester name into the appropriate field. Most of the time it auto-completes the name to match an existing requester account (imported from AD) and everything is fine. However, occasionally they mis-spell the requester's name and just hit the return key. When they come to save the request record they are getting a pop up window which says "Requester Name does not exist. Do you wish to add
Bulk-moving tickets to a different service category
I have a number of tickets (600 and up) that I need to move from one service category to another. How can I accomplish this? Thanks, Adam
Change default mail font
Hi all, Is it possible to change the default font in outgoing mails to Arial 10? thanks in advance
Questions about tasks
Hi all, I have some questions about tasks: 1. is it possible to customize task forms (remove fields, mandatory fields, adding custom fields, ... )? 2. I realize that the list of states for tasks is the same of incident. Can I allow only 2 states for tasks (Open and Closed) leaving more states for incidents/requests (Open, On Hold, Resolved and Closed)? Best regards, Sutot
Suite à la mise à jour 9.2.0.4 je n'arrive plus a démarrer ServiceDesk en mode service
Bonjour, J'ai effectué la mise à jour vers la version 9.2.0.4. Depuis, si je démarre depuis l'invite de commande, en tapant 'run', j'ai bien le serveur qui démarre et je peux y accéder sans soucis tant que je ne referme pas la fenêtre de commande. Si je lance le service, il s'arrête et je n'arrive pas à accéder au programme. Si je lance l'application SDPLaunch.exe, j'ai la dernière partie qui s'affiche avec des points ....... et rien ne fonctionne. Que puis-je faire ? Bien à vous, Eric Archambeau
Mail command: set date created
Hi, Is it possible to set DATE CREATED for a request using mail commands? Sometimes our IT technicians receive an email in their personal inbox that should really be a ticket in ServiceDesk. To facilitate moving the email into SD+, we have a macro in Outlook that forwards the email and adds @@REQUESTER=[original mail sender]@@ so the request is connected to the correct requester. But the request is of course created with the date/time of whenever the email is forwarded by the technician, and
After update SD blank screen
Please Help! win server 2012. 9114 work fine. After Update 9114 - 1 ManageEngine_ServiceDesk_Plus_9_1_0_SP-0_21_0.ppm 2 ManageEngine_ServiceDesk_Plus_9_1_0_SP-1_0_0.ppm 3 ManageEngine_ServiceDesk_Plus_9_2_0_SP-0_3_0.ppm (updates without errors) In localhost, users browsers blank screen. Page code: SSO? <!DOCTYPE html>
<html>
<head>
<meta http-equiv="X-UA-Compatible" content="IE=Edge">
<script language='JavaScript' type="text/javascript" src='//scripts/Login.js?9203'></script>
<script
Unable to login with AD
[08:54:36:978]|[03-10-2016]|[com.manageengine.jobscheduler.JobQueueFiller]|[INFO]|[106]|: Starting job queue filler in the interval:20000| [08:54:36:979]|[03-10-2016]|[com.manageengine.jobscheduler.JobQueue]|[INFO]|[106]|: checkAndFillQueueFromDB: jobQueueSize: 0; jobInfoQueueSize: 300| [08:54:36:979]|[03-10-2016]|[com.manageengine.jobscheduler.JobQueue]|[INFO]|[106]|: JobQueue.size is less than JobInfoQueueSize. So going to fill from db if available in DB| [08:54:36:979]|[03-10-2016]|[com.manageengine.jobscheduler.JobSchedulerUtil]|[INFO]|[106]|:
Close a request Comments
Hi All When we close a request we have been putting comments in. Where can we see these? Is there a way to automatically add the comments to the notes so if we re-open them. Thanks Dave
ServiceDesk Will Not Start - Help Please
Hi, our ServiceDesk has been running fine, but now it wont start. It sits here: Application Layer Started .............. and it just keeps putting dots. See Picture: [URL=http://img100.imageshack.us/my.php?image=helppb3.png][/URL] http://img100.imageshack.us/img100/1143/helppb3.png Any ideas ?
Pre-fixing the Subject
Hi Vicky, One of our prospects would like to prefix the subject with the selected category and subcategory. Basically they want the end users to select the category and subcategory and submit the ticket. Is it possible ?? Regards, Shri
Unable to add tasks to change
I'm using SDP 9203 on Windows Server 2008 with MySQL database. I created a new change. It's currently in the Implementation phase. I'm trying to add a task under the Task Details sections. I've tried to add several tasks, but they are not being saved. Whenever I try to save the task, it says it's been saved successfully, but the tasks are not showing up under the Task Details section. Is this a bug? I'm using Chrome 49. Thanks.
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