Cursor lost when pasting into text box
Hi all, lately in the new release 9.1 Build 9111, each time I try to cut and paste a link or text into a text box within Service Desk (description or email reply or solution etc) the cursor looses its position and it's continuity for me to continue typing. Is there anyone else experiencing this in IE? Its working fine in Chrome though. Roy
Install Service Desk Plus to Server 2012 R2
Hello Is it possible to install Service Desk Plus on to MS Server 2012 R2? thanks Jane
How to create a task scheduled for every day
Hi, I want to create a task ex: Cecking backup reports. This task got to be done everyday , how can I create the task to be visible on the dashborad everyday so the technician working that day can see it and complete the task. thanks
How are folks handling third-party support tickets
Like most companies, we have third-party vendors that provide services. We often manage the service, and will occasionally get requests to augment or modify what they are providing (for example, a web page that's designed and hosted by a third-party). What do folks typically do with requests like this that should be tracked and that we may prioritize but don't necessarily have any influence over the timelines. For example, do you throw them in to a separate support group? Do you keep a clock
$EmailSignature field - where is this configured
Hi - I wanted to modify our Reply to emails, to include technician name, but where is the field $EmailSignature configured? a previous engineer here has this in the system.
Cannot Find Additional Fields to Delete
Hi all, When I go to create a new Incident Template, it is showing an additional field called "Item" as following: Then when I go to "Incident - Additional Fields", to delete this field called "Item", I cannot find it... What can I do to delete this Additional Field? Thanks, Camila F.
sdp caching issue in ie11
HI, I am creating new incident without giving any type of priority value, which is necessary field for me, and and processing that request. So there comes error like "please fill priority field". But after that I set that priority field to any value and trying again to process that incident, which should be success, but error comes again "please fill priority field". In chrome it works best. But in IE 11 the above scenario happens.
Powershell commands to access the requests in service desk plus
Hi, Are there any powershell commands to view the requests in service desk plus??
setting up incoming mail
When I try to setup the incoming mail I get the follwoing error FAILURE :Email Settings saved successfully. But error occured while trying to check connection with mail server - Problem connecting to mailbox. Is there any log where I can look deeper into this issue
Ticket forwarding fail due to Priority field change.
Hello, I am facing problem while forwarding incident ticket to third party system. I have created status like 'Sent to third party system' The actual scenario is like.. I am leaving blank Priority field in incident and forwarding request to third party. Request forwarding fails as we have coded that it will throw an error and set the status as "Failed to sent".I set that priority field with edit request from SDP and reattempt the forwarding. In subsequent call, I set the status as "Sent to third
Send Resolution to multiple mail-recipients
Hello, when resolving a request, a mail is automatically send to the requester. Is there the posibility to send to multiple mail-recipients (cc)? Greetings Michael
moving Service desk plus to a new server
Hi, We are using SrviceDesk Plus Ver 7.0.0 Build 7017 I have no problem this a question regarding moving all the data and existing configuration to new W2K3 VMware server. Could you please let me know the steps to backup all the DB and config and what other options I have to make this as easy as possible. Or is there any documentation what I need to do ? Thanks in Advance,
user login to manage engine servicedesk using office365 authintication
hi we need to use office365 credential to login at manage-engine we will add our manage-engine service desk link to our share point online and we need the user when he click on this url he directly login to manage-engine without entering any username or password so we need like SSO using office365 authentication.
Automatic assign when ticket is closed
Does the ServiceDesk Plus v.9.0 has an option when I close my ticket to automatically be assigned to me as a technician that I don't have to choose the option "Pick up". Thanks Regards
Outgoing mail Error
Hello
I have a problem when you close an application and sending response to brand me an error which is " Failed to send notification "
Any outgoing mail is sent .
I enclose details of outgoing mail.
If you need some other information I provide warmly .
Thank you Thank you Server Name / IP Address: outlook.office365.com Server Name / IP Address alternative: Your name: EPOS Support Reply address: soporte@epos.mx Type email: SMTPS TLS Enabled: No Port: 587 Requires Authentication: If Username:
Merge Requester
Hello, We have several employees who have married and changed their last name. Now they are two requesters (one with their old name and one with their new). Can I merge these two "different" people? I searched and read older posts from years ago saying this can only be done by directly editing the DB. Is this still the case? Thanks in advance!
Asset Management - Per user software licensing
I have a Microsoft Enterprise Agreement. I am licensed by user, so if I assign a license to 'John Doe', then John Doe can have a copy of Excel on two separate computers, a workstation and a laptop. I created a Software License: License Type: "Client Access License" License Option: "Per Seat - User" I have assigned this license to several users. Here is the issue: Enterprise - Unlimited installs, so I can't track compliance Enterprise Subscription - Unlimited installs, so I can't track compliance
Can the Calendar Date/Time be configured differently?
Currently, the calendar for assigning start/end dates for requests, tasks, etc. is configured to select the date AND the time. We do not care about the time. We would like only the date to be selected and to not have the time displayed. Is there any way to configure the date & time? If so, how and where? Thank you, Cheryl
About the new Behaviour Change in 9112
I read that there is a behaviour Change when matching users in 9112. Behaviour Change: When Identifying a user based on user name and email-id, both 'user name and email-id' or 'email-id' alone should match the user details. Earlier, the users matching the user name were fetched ,ignoring the email-id. Who come up with this not-so-bright idea?? When I do a manually AD synk I do that to fix user information in SDP including mailaddress.We have a lot of users with wrong mailaddress but with correct
CI name changes from host name to IP address after network scan
When I do a network scan of a group of VMware ESX host servers, the CI name for some of them reverts to the IP Address. For others it remains set to the host name. Can anyone explain why this behaviour occurs. All of the host names are correctly registered in DNS. Thanks, Roy
Calendar function in SDP: Am I missing something?
Seems like a small thing, but it's a wast of time and very frustrating, so I'm wondering if I'm just doing this incorrectly Using the change calendar as an example, how do I schedule a start time in the future without repeatedly opening and closing the calendar or getting multiple prompts that my date is impossible? Also, how do I clear a date/time if it was put in there accidentally? If I assume this is how it works, If time is intended to be selected first, can it be above the date? Can we have
Login methods for iOS companion application?
Currently demoing this program. One quick question about the iOS companion application. We currently use Imprivata OneSign with biometrics for our day to day log in method. Our network passwords are random 64 character strings that are pushed out by this application. Because of this, no one really knows their active directory password at any given time. Bearing this in mind, we're trying out the iOS application as part of our trial. We see that you can log into the app using your AD credentials.
Custom Html form
Hello. Can somebody explain how we can use $HTML_DATA_JSON_FILE parameter while using Custom menu and html form. It would be great with some examples. Thank you.
Working with assets
When you are using the asset section to manage your assets under workstation it lists a monitor but then over on the left side when you click on monitors it is empty. Is there a way for the monitor section under IT assets to display info from the monitor section under a workstation asset?
Create ticket and use through out a Orchestration
Hi We use MS System Center Orchestrator for automation. I would like to add a Creation of a service ticket at the start of each orchestration and use it to report errors and success (within the Orchestration) We use the REST API today so the Creation is easy. My question is HOW do I know which ticketID i got? If I could find out the ticketID it would be easy for me to feed the service request with information from the orchestration.
Can I Hide/Show Resources in a Service Catalog Request form via a Rule?
I have created Rules on in my Service Datalog Request form to Hide/Show Fields, which are questions inside a Resource, but how do I hide the entire Resource, so I don't have a bunch of unused headers cluttering up the form? Thank you, Geordon
set cursor into requester name field when creating a new request
Hello When creating a new incident, the cursor directly jumps into the description field. This is annoying, as you have to click into the 'requester name' field in order to enter the requester Some versions ago (i think it was in 8.0) , when creating a new incident, the active field was the requester name and you could immediatly enter the requester name. Can I configure the system to set cursor in requester name field when creating a request? Thanks in advance Best regards, Marc
Different user groups - different categories
I have been evaluating SD+ and have the following issue-need. We have 2 groups of users that have different needs in terms of support. Group A users need to see set A of categories, subcategories, etc and group B a different set. Is this doable?
Typical PostgresSQL database size?
Hi All, I am just curious to know how big some of your databases are for those using Enterprise SDP? I realise this all depends on many factors, but a general idea of the size would be good to know. For example, if we have 1000 tickets logged, at a guess how big could the database be? Thank you, Dave
Reply message field size
It's very inconveniently to reply with inserting screenshots into this small field. Can you resize it?
Integration o service desk plus with SAP
Can we integrate Manage Engine service desk plus with SAP and Solution Manger . Following the use case of the same : - We raise the service request in mange engine using service catalogue for SAP and other applciation like change request or authorization request. service request in manage engine is being created by user using the given templeate.. but after that technician has to enter the same detail again in SAP Solution manager.. We would like to automate this process by integrating manage
Problem with Service Groups
I have the free version of ME SD and when I try to add more than 6 Service Groups it arbitrarily deletes one of the existing groups when the new group is added. Any ideas as to what might cause this? I could not find any documentation indicating a limit here.
Show logged-in time
hi I want to know the time when the technicians logged-in in "HomePage-----Scheduler-----logged-in technicians" .Could u add after email in the 3rd line? Tks.
What is the dashboard graph showing?
Could someone please explain what data is used to populate the 'Request Summary' graph? I assume the 'OverDue' red line includes both resolved and open tickets that are unresolved? Inbound are new tickets that are within SLA? Completed tickets = closed or resolved tickets?
Search strings in Request list view
Hello, Are there restrictions on what can be part of a search string when searching by Subject in the Request List view? I am noticing certain strings do not work, but cannot pinpoint what characters are causing the problem. Are there limitations on special characters, or number of words or characters? Thanks, Diana
API
we want to use the servicedesk plus API and we are currently using version 7944. Is it possible to get every active account(customer) via the api ? thanks Michael
How to define escalation rule to a supervisor technician located in a different site?
Reference https://www.manageengine.com/products/service-desk/help/adminguide/configurations/helpdesk/configuring-service-level-agreement.html How to define escalation rule to a supervisor technician located in a different site? Thank You
Agent not upgraded to 1.0.20
Hi, We're using SD plus 9.1 build 9111 (the latest). After updating, it said that there is newer agent version 1.0.20. So we try to upgrade our installed agent to the latest, either using direct upgrade from the workstation list or directly to the PC. But, the problem is the agent version not updated at all. Some agent I checked, the version still 1.0.19. All upgrade failed, no 1.0.20 agent found. I have submit ticket to support mail on Oct 4, but no response yet until now... Thank you...
Auto open "on hold" requests after time
Is it possible to auto open requests after a set time (e.g. waiting for reply from customer, after a date/time, case is reopened so that the technician can send a reminder and/or close the case) Thanks!
Closure Codes
I'm wondering how folks are using closure codes: We have a scenario where we've had an implementation of SDP for some time and we're finally taking advantage of it. I'm finding that the closure codes have been ignored, and what appears to be closure codes are stored within the technical catalog. Do people generally put Resolution Codes into this field or do you have a separate resolution field (or none at all)? Cheers, Adam
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