How to determine if a technician has logged on
Is there somewhere within SDP that I can look to see if a specific technician has logged on? Or see a history of their accesses? For example, we created a role for a manager to view certain data and run reports. I want to know if they have logged on and run any reports in the last week. Is there somewhere I can see this, or a report I can run. We are on build 9105. thanks, Diana
Unable to login after restoring from backup
Hi, I have had to restore a backup of SDP to a new freshly built VM and I am now unable to login. The old SDP server was sitting in a VM environment in one domain and the new VM is part of a different domain. When I try to login, there is no option to select a domain or local authentication, just a username and password field. I found the previous posts about resetting the password via the command line, it is a Postgre database but with little success, I am getting the following error; psql: FATAL:
Employee Onboarding--Configuring Tasks
Folks, I'm starting to automate the onboarding process for our organization. I'd like some advice form the group: HR initiates the request with the acceptance from the potential employee. HR then submits a request that comes into the service desk. Is it possible to have the user complete user defined fields on a form (resources), and have tasks triggered based on that data? For example, If I have checkboxes that say: Salesforce GoToMeeting Adobe Acrobat Executive Phone and the SalesForce box is
Two copies of ME SD on a single VM
We have ME SD installed on a VM(ABC) and we using it using the URL(helpdesk:8080). I wanted to know if there is any possibility of installing ME Service Desk on same VM(ABC) and use with another URL (projects:8080) . We basically do not want to mix IT helpdesk with IT projects ticketing systems. We want two different interfaces and two different databases. We are trying to achieve to have less number of VM Raj
change active directory domain
hi All, we are migrating to another domain without trusts.. can't find an option to change the domain to the new one in SD Plus. Is it possible? if not possible, what would be the best scenario to migrate the settings/support request to the new environment? Thank you in advance, Andrey
Survey Query
Why can't you add fields related to the Request in the Survey notification template like you can do with the Reply/Forward templates? Surely if would be a more accurate survey if the customer understood which support call it was related to?
When sending notification, font is defaulted to TImes New Roman
Hi there, SDP build 9041 --> we can't upgrade to the latest version due to server issue We're aware that it's quite an outdated version, but just in case, just need to clarify if this thing still an issue or already fixed on later releases. We've set up email notification for technician/requester replies. When replying to a request, the font in the text editor defaulted to Verdana. Unless we changed (all or part of ) the text to a different font other than Verdana/Times New Roman, all the text have
LDAP Authentication settings
I have 2 parts of LDAP in my organization. Regardless of the Domain controller setting, 1 part of users cant pass authorization. How i can change LDAP Authentication settings, to solve the problem.
Is possible to import the state of a CI?
Hi all, Is possible to import the state of a CI when we are importing a list of CI´s by CSV? Because the CI`s state always are "In use" and we need to put the correct state in the import. Thanks in advance. Rodrigo
Cannot customize header logo
hi, I cannot customize header logo, I am use Servicedesk standard version 9.0 Build 9034 I did change to my own logo via self protal setting but when I do some report the logo still ACME please help thank you !
Request emailed to Service Desk automatically assigned to technician who has left - how do I change this please?
Hi there, I've inherited and installation of ManageEngine SDP and am liking it so far. I've been using it for my own tickets which I've been manually raising. Now I want to go the next step and get users to email in their requests directly. The email pickup works perfectly and a new request is created. However it is automatically assigned to Jim, the previous IT support guy. I'd like to have it unassigned. I've looked through the different options but I guess I must have missed where this is configured
User logs
Hi, where can i see user logs, about autorization, etc?
Rest API CMDB
Hi Im trying to do an integration on the cmdb. The first thing I try to do is to fetch all ci of ci type Database Serverer where we currently have 87 object According to your documentation the following should give me all ci:s " http://localhost:8080/api/cmdb//list/database server " but I get back 51? How can I get all ci:s in one go? If its not possible how do I use the page numbers it says nothing about that on the help page? Best regards Peter Samuelsson Sodra Skogsagarna
Issue upgrading 9107 to 9118
Tried running updatemanager.bat, get the error "[SEVERE] : ERRError in writing inf.xml file.". Tried old service packs as well no joy. Run CMD as admin, logon as local admin,logon as domain admin, make sure all service stopped etc. Even tried running a process monitor, but couldnt see where it was trying to write this file to. The process monitor shows reading the patch file quite happily, then just throws this error. Does anyone know where it tries writing this file to, so I can check file rights
Reporting on Technician - Resolved vs Closed vs Technician changed
I had found this report and somehow it got deleted. Unfortunately, I can no longer locate it. It was just the 4 columns: Technician Resolved (Total Number) Closed (Total Number) Technician Changed (total number) If I could select by Group and Month - that would be great! This is MS-SQL. Thanks, Ken
When a requester/technician replies to a request
Hi, I have a query that when a requester or a technician replies to a request a new request would be created if the manage engine email address is in CC. They always forget to remove the email from CC and always a new request is created. Is it possible to create a rule so that a ticket will not be created once a reply is sent? Thanks and Regards Daniel
Disabling a few options for the technicians
Hi, We are using ServiceDesk Plus Standard Edition for our Admin and HR Team. There is a dedicated coordinator who routes/assigns the ticket to the concerned person. Once the ticket is assigned to the concerned individual he or she should not able to modify the category,sub-category,item and priority. I am not able to find the correct logic on when and how to trigger this rule using Form & Field rules. Your assistance on this would be highly appreciated. Regards, Shri
Requester
Is there a way to be a requester and a technician at the same time?
Description does not show up when logging a request as a requester.
Adding a description to an Incident - Additional Field then adding the created field to an Incident Template but once I go to log a request as a requester the description does not show up. As you can see from the attached images you can see the description is written in the Target Audience additional field, and when I hover over the example it works fine. However when I add this into the template then test out as a requester it does not show up. ManageEngine fully up to date. Any help with this would
LDAP error
I have some problems with LDAP authentication, so where i can change some ldap authentication options?
Using business rules within ManageEngine like?
Hi all, I need to find information about business rules in ManageEngine? Who can share helps yourselves, the more detailed the better. I need to arrange a time to let technicians overtime, but still not understand it Thanks so much
Install ServiceDesk on new Windows 2015
We are setting up a new Windows 2012 server for the latest version of ServiceDesk. It is currently setup on a Windows 2003 server. So I want to install a new fresh copy of ServiceDesk and the latest patches. Where can I download the most current version? On my old/current server I have version 9.0 build 9022.
Enterprise level issue how to role individual tickets into one master.
Is there a way in Service Desk during an enterprise outage to roll single incident tickets into one master ticket?
plain text to specific email only / Cisco Voip Integration
Is there a way in ManageEngine ServiceDesk Plus to send plain text notification only to a specific e-mail and html format to the rest? That way we could send notifications through our cisco voip system and it would call them back and leave a voice message.
Custom View
I like the view "My Pending Request or Tasks" I would like to make some Custom Views that include tasks. What item would I use under Advanced Filtering to include tasks? Is it possible? Thank you!
Default Request Template Shows to requesters when should be hidden
Hello, I recently noticed that our default request template is currently showing to all requesters even though we have the option selected to hide it. I have tested with two separate requester accounts. Restarted the ManageEngine ServiceDesk Plus Service, and Power-cycled the machine, as well as toggled and saved the options. Please see attached images. I'm not sure if this is a bug, or is something specific to our installation. Additional information: ServiceDesk Plus Free Edition - 9.1 Build
User Additionnal Fields do not appear on the template
Hello, i would like to have the Location of the requesters appearing on the request template, so i added an additionnal Fields in the User Tab and can synchronize with the active directory, but how can i display that field on the template? regards
Email Parsing Help
We are looking to auto create tickets based on alerts received from our AntiVirus software and tag them a specific way for reporting purposes. Our AV software generates alerts such as "SAV message from: RETAIL011" Is is possible to parse that subject line and then categorize the ticket based that value? We are trying to: a) create a ticket whenever an infection/PUA is detected b) have a history of these tickets to be reviewed quarterly c) we are trying to automate Thank you in advance, --
Prefixing the subject with a user field (location) automatically
Hello, i'm trying to prefix automatically the subject of a request with the location of the user, via some javascript in the "Field and form rules". Is it possible to access the value of additional user field? i've added a field location to requester and synchronized it with the active directory, but when i access it via $CS.getValue("LOCALISATION") it returned me "undefined". How can i access the user additional field and is it possible to have a list of all the fields available. regards
Default asset in new request
Hi All, We recently imported all our IT assets into Service Desk Plus. Now when someone logs a request it assigns one of the requesters assets by default to the request even though it's not specifically about this asset. Is there a way of blanking out this option and only selecting an asset when its actually about the asset. Thanks, Nigel
Reduce the Notification Mails for requests which the technician is recording
Hello I'd like to reduce the e-mails to the Requester for requests which the technician is recording Our configuration is following, which is all right for the normal sequence of events: - The Requester gets an e-mail when a new request is received. - The Requester gets an e-mail when a technician is assigned. - The Requester gets an e-mail when a request is resolved. As a technician, I sometimes solve incidents right away at the users workplace. For documentation reasons I have to record this request
E-Mail in Servicedesk Plus
Currently when someone replies to an Service Desk ticket creation, note or forwarded ticket e-mail, the contents of that e-mail are added to the "Requester Converstations" area. Is it possible to have these replies added as ticket notes instead? Thanks
Email Extraction
Hi Team, Is there a way to extract this email from the ticketing system. we need to send the email to the client as evidence that we sent an email.
Update technician based on logged in user
Hi All Is there any way (including form scripts) to automatically set the technician to be the logged in user at form load ? I`ve looked into the form load scripts, but cant seem to find a variable to grab which allows me to set the technician automatically. I can see some in the source of the form when rendered but none work Thanks
About REST API problem
I am trying to create new request with rest api as per you documentation but i am always getting this reposne <operation name=""><result><status>Failed</status><message>No operation name specified in request. Invalid request.</message></result></operation> this is the URL i am using : http://localhost:8080/sdpapi/request/ADD_REQUEST and this is the documentatin i am following to process some thing http://www.manageengine.com/products/service-desk/help/adminguide/index.html please provide
Can approvers see requests approved by himself?
Hi, I need that an approver (not technician) can see all requests approved (or denied) by himself. Is this possible? Best regards, Totus
Custom trigger - Python to VBS or Powershell
Hi. Jai Anand has been created an awesome python scritpt to send e-mail by custom triggers with possibility of using any request/ticket information (args from $COMPLETE_JSON_FILE); https://resources.manageengine.com/resources/resource/script-to-send-custom-email-notification-through-custom-triggers But in my case, python module installation was not allowed on windows servers for security policies reasons. I have some powershell and vbs scripts that I am using in ServiceDesk Plus for API goals.
Auto close ticket when all tasks are completed
Is there an option to auto close a ticket when all tasks are completed? If so, where can I find that setting? Thanks, Dave
Send email to another user when based on requester details
Is there a feature that would send an email to another user based on a requester's detail? For example, if a new request comes in from a John who works in the Maintenance department, it will email the Maintenance supervisor of the request detail. Similar to a new request email that gets sent to technicians.
Attachment Button Missing from "My Tasks" on Home Tab
Hello, We have been experimenting with the tasks feature of ServiceDesk, and it is a very useful feature for breaking up a request into the individual components. When we assign out the individual tasks, we have found that when a Technician selects an open task from the "My Tasks" section of his home tab, that all of the options for that task appear except for the button to enable the assignee to add an additional attachment during the completion of that task. See below: The assigned technician
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