After new update in IOS
Service desk plus mobile app error after update to new version as operation could not be completed (NSURLE error domain error -1012)
Did you have to delete your server.xml and use the template server_https?
While upgrading to 9200, both of my servicedesk plus sites wouldn't start and gave SSL errors in both the browser and the serverout0 log. I had to delete the server.xml that was in the tomcat70 directory and copy "server_https.xml" to "server.xml" to get it to work again. Just curious if it was just me.
Change Purchase/Contract Notification Rules
Is there anyway to change the greyed out options below? Thank you! William
ManageEngine ServiceDesk Plus 9.0 Migration
Currently I have SD+ running on a windows 2008 server “X”. We have the SD+ database running on a windows 2012 server with MSSQL 2008 “Y”. I have a new windows 2008 server “Z” that I was to move the SD+ software to and still keep the database on “Y”. Do you have the method of doing this without it wiping out historical data in the existing database we already have? Thx, James
CI Name
I have a question about how people are using the CI Name. If we use the scanning feature in SDP, then the CI name is populated with the machine name + domain name. However, the machine name could be the same for different workstations as they are replaced or upgraded. For instance, we use the userid+workstation type as our machine name (ex. johndoenb). If John Doe gets a new notebook, the new notebook will have the same machine name as the old notebook. I'm just wondering what is the best practice
Infinite E-mail Loop
Hello! I have the following problem. We use the SDP and a partner also uses. When we send e-mail to this partner through our SDP, his system responds containing the [ID] request. However, it ends up confusing both systems, because each one has its own [ID], which ends up causing many problems and systems enter an infinite loop of e-mail because notifications. How shall we proceed? Thanks. Translated by Google Translator.
How to edit a table in Servicedesk Plus
Hello, Is it possible to edit the number of rows and columns in an existing table in Servicedesk Plus (e.g. in a solution)? We want to add rows to a table on a solution article, but there does not seem to be an option to do this. Yes we can just delete and re-create the table with the extra rows, but this is very inefficient where there are dozens of rows to re-add. If you press Tab or Enter in a row it simply re-sizes the existing row, not create a new one like it does in other products. Any ideas?
Merge Requester
Hello How can I merge my requesters with the same email address / login name? Currently on Version 9.0 Build 9049. Thanks.
How do I differentiate an Incident from a request in the Service Catalog?
When creating and adding a service in the service catalog what triggers the icon change to show an Incident or Request?
Modify description of request
Hello, ¿Is possible modify description of the request depends of a condition? I have thought create a rule to execute script. I have used the script $C.setDescription("example") but I do not know if it is correct because doesn't work. Any idea? Thanks and regards, Gerardo Cortés
Multiple Task Assign to Selected Technician
Dear Support, Is there a way to assign multiple task to 1 technician. Maybe there's a way like custom menu to enable this functionality. Because it is a very tedious to assign the task 1 by 1. specially if you have more than 10 task in 1 template. in our current set-up there are distribution team that distribute task randomly to all technician. and they are having hard time assigning task one by one to the same technician. Another thing, can we include the email subject on the task view.
Can "department" be set inside a request, and not based on a user AD object property?
It would be easier for us to NOT have to manage users in AD, and force each request they enter to be associated with a particular department. Rather, it would be more beneficial if we were able to assign a new request to a particular department from a dropdown choice, so that a dept head can view all relevant requests based on the request content itself, and not based on who entered the request. Is this possible?
Bug - Edit Notes - not working - build 9110
Hi, We are running 9.1 Build 9110. We make use of Notes for internal support team information. Previously - there was an issue with content in < html > tags disappearing when editing notes. Now, if you hit Edit Note - none of the existing note content is loaded in the Edit dialog. Regards, Scott
Print Customizer Service Desk
Hi guys!!! I need to customize my request adding my company logo in print to all requests. It's possible? I'm attaching a picture as example ...The logo can be in any top of the print Sorry by my english mistakes ... I'm brazilian :/ TKS
Requester Conversations - Setting To Have Reply To Send Notification To Email
When a incident request is created, it allows the technician and creator to have conversations through Reply. When the technician replies with questions to the original request, it sends an email to the requestor. Since I do not have ManageEngine open throughout my entire shift, is there a setting to have the answer to the reply notify the technician via email? In other words, unless you have the program open (which is not my main job) and see the red indicator, you have no idea when the person
Using SDP for tracking feature requests and bugs in software
Before I give up and use something like Jira, I was wondering if anyone uses SDP to track feature requests and bugs in software applications? In particular, we have a very active implementation of Dynamics CRM which (especially at the moment) has a very long list of bugs and improvements that need to be tracked. the problem with SDP and this kind of work is that it all gets in the way of regular SDP tickets. these are items that will sit unattended for a long time. Is SDP suited to this, what is
help needed for REST API
Dear all, I wonder if anyone could help with providing API query to CMDB which as an output gives the list of all "Windows Workstation" CIs and their Site, Assigned User, and Asset Status? I prefer the XML formatted output. /Mar
"You are not authorized to see the page"
After Installing Manageengin SDP unable to open admin tab.. its telling like "You are not authorized to see the page".. Even my friend had the same problem. please provide me the reason and solution.
OpenNms integration service desk
Good Morning, Is it possible integrate OpenNms with manageengine service desk ? Thanks,
Publicar ManageEngine Service Desk en la web
Estoy montando la plataforma de ManageEngine Service Desk en mi empresa pero requiero poner el ingreso para los usuarios desde la web fuera de la empresa. ¿Como puedo hacerlo?
Reorder User Survey satisfaction levels
Hi, I've been asked if there is any way to rearrange the satisfaction levels in the User Survey, so that the options are in descending order. So that would be Very Satisfied as the first option, descending to Very Dissatisfied. I know I can simply rearrange the satisfaction levels when defining the survey, but that will affect the scoring. So, is there a way to rearrange the satisfaction levels in descending order, but keep the scoring, so that higher satifaction levels still score higher in the
Auto Close Request
I know there are business rules but i can't it not what im looking for. I want the request closed when a users hasn't given a reply within amount of days and the quest is not on hold. How do i put this together?
Outgoing Mail Settings
We block all SMTP traffic other than what goes through our hosted spam filter. What is the range of IP's or the FQDN for ManageEngines email servers so that I can allow them through our firewall.
Purchasing module feature
Has anyone been able to actually link the service catalog to the Purchase order to the asset management? For instance: A service request through the service catalog comes in from John Smith requesting a new cell phone. The PO gets created automatically because in the service request, they actually selected the device they wanted. If not, I know we can associate a PO to a request, but the PO really is not in John Smith's name. Then once the PO has been received, I do see that item show up in
Does anyone import their requesters directly to the tables?
We unfortunately do not have all of our customers in our LDAP. We would instead have to do a nightly load from our ERP to get the right people loaded in as requesters. Has anyone done this? If so which tables contain records related to requesters?
Auto-assign User to Workstation Asset
Good Morning, Is it possible to have the user assigned to an asset (a workstation in particular) be updated when the agent checks in? Currently, once a workstation has an assigned owner, it doesn't ever update it unless we go into a specific workstation and change it to a specific user again. Thank You, James Leitz
Formatting the 'Send Notification' Action on a Problem
There does not appear to be anywhere I can set the format for this notification? Workflow [Open a Problem, Select Action 'Send Notification'] All the other notifications generated by the Problem module appear to be configurable (subject, description) under the Admin > Notification Rules > Problem. Thanks,
When the Service request template chosed incorrectly
Hi All Is it possible to change the Service and perhaps template, if the request was fulfilled incorrectly? Or how can this issue be managed? What is the best methodology solution for this? Thank you Nikolay
Task Template Owner drop down not returning correct list of technicians
We recently upgraded to 9.1 Build 9120 and have noticed that the list of technicians in the Owner drop down on our task templates are no longer limited to the default group we've chosen, but list all technicians. For the time being we can select another group and then put it back to the correct group and this then gives us the correct list of technicians, however this is merely a work around until you can fix this bug. I have checked the task template config in the admin section and when I click
Small Bug - Styling of Support Tab
I'm not sure if this is the appropriate place to put this, so apologies if it isn't. I am currently evaluating the ServiceDesk software and noticed an issue related to the styling of the Support Tab page. The section headers don't seem to follow the options set in General Settings > Theme. Just a small thing that's definitely not a deal breaker. I like what I see so far
Custom Views for Changes
Is it possible to create custom views for changes? There is no "settings" drop down that allows me to create a custom view.
Business Rule with VIP User doesn't work well
(Post relevant to ServiceDesk Plus build 9120) Hello I have tested this rules in many different ways. It works well except for the VIP User. I check if the VIP User is Yes. If this rule is at the first place it will works. If I organize the Business Rules and move the rule down, it won't work anymore. (as in the Picture) I can't set it at the first place because I want to add another rule before which stops the cascade execution. I solved this problem by checking the Requester Names. Regards Markus
Custom triggers help
Hi, We would like to utilise the custom triggers to ensure technicians are logging tickets properly, is it possible to have a message pop-up on screen to prevent technicians from logging tickets unless they have the correct criteria? For instance certain Request Types should only be logged as a P4? We would also like to have the ability to send an alert email to a group of people when a P1 is logged. Thanks in advance Lynne
Crateddate RestAPI
Hi, In my enterprise, our monitoring tool only send incidents to SDP 30 minutes later than incident's real time. It's a particular workflow. And "Created Date" field on SDP Ticket must be filled with real time of incident, occurred 30 minutes before. I have read SDP Rest API documentation and there's an information about "Created Date" attribute. What time stamp (format) should I do to fill this field in Rest API? <Operation> <Details> <requester>thiago.paz</requester> <subject>Created Date attribute
Custom Request Template deletion...
I'm assuming that a request is tied to a request template when it is used, cause I have some old request templates that I created that we don't use anymore and tried to delete them unsuccessfully. Is there any other way to delete the request templates? I've got like 50 request templates and a good 10 aren't even valid. can someone shed some light on a way to delete them? Forgot to include that I'm on 7.6.0 Build 7602
Anti Virus Exclusions for ServiceDesk Plus
Hi there, I am wondering if there are any AV exclusions that should be put in place to improve performance? We are on 8.0 build 8026. Thanks
Calculation to establish date
Please reference the attached file. I would also like the "Latest Start Date" to be automatically populated after the "due date" is entered after the ticket is saved. The calculation would have to take into account the "Estimated Hours for Development" and "Estimated Hours for Testing" (These two fields should be found on one of our templates). All technicians will have an 8 hour work day, excluding weekends (regular work week). The technicians will only be able to commit 50% of their time. This
Track and Manage REST Services Where?
I'm trying to populate a system for our sub-group to handle service requests. We are a GIS group and we manage GIS documents (filename.mxd) that are used to create REST Services (domainname.com/rest/service/name) that are used by web-based map applications (domainname.com/webmap_name). Would I create CI's for all of these and just relate them? I'm wanting to create tickets that would be similar to the following: Webmap X isn't working. Customer can select the webmap from a list of Assets / CI's?
Field & Form rules
Dear All, I had set "Field & Form rules" in Inciden template , but It's not execute (Image attachment) Have anybody help me , pls ? Tks Hien
History does not always update with all actions on a ticket
Hi, We have noticed that the history tab of tickets (incidents and SR´s) do not always update with all actions that have been taken on them. We have an example of one ticket that was passed to a support group on 11th August and only just passed back to a technician on the 11th December, but there is nothing in the history reflecting the change of group, or the notes added prior. We have a screen shot of the notification alert so we can tell when it was passed back to the technician. This does not
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