Wish to customize my login screen
Hi, I would like to customize my login screen for SDP web interface and was wondering what files do I need to change to make this happen? Thanks for your time. rsnellman
Scanning a bar code into Assets for Asset Management
In the process of setting up using the Assets section of Service Desk plus for asset life cycle. Would like to know if I have asset tag with a bar code on it, will I be able to scan this into Assets? If so can I get some assistance on how to do it? Thanks
ServiceDesk Plus reports wrong license key for Windows 8 and Windows 2012, does not detect the license key for Office 2013
ServiceDesk Plus is not able to properly detect the license keys of the new generation of Microsoft software , including: Windows 8 , Windows 8.1 , Windows 2012, Windows 2012 R2, Office 2013 . This serious deficiency has been repeatedly reported to Zoho and the answer has always been " is Microsoft's fault that changed the method of management of license keys " This will be true , but the competing products are perfectly able to correctly detect the codes. The advertising ServiceDesk Plus reports
AD Excludes on Import
Hello, Is there anyway you can exclude AD accounts from import based on a AD field entry. For example if I had a field on an AD account with the entry SERVER ACCOUNT, is there anywhere I can configure to exclude this account from the import? This has been possible in other systems I've used. Thanks Lisa
Resource field options
Hello, We are making some templates but we are restricted in the design by ManageEngine (ServiceDesk Plus). The problem is we cannot make fields mandatory in the "Resource"-field. Also the type-set of fields is different, we would like to add a date and time field. Are we overlooking something? I've searched the forum and found some old topics about the mandatory function, but no recent so I'm interested when this function will be available. Greets Steven
Request Conversation - Pressing cancel on reply still sends
We are currently on version 9.1 Build 9101 and I noticed this morning that if I start a reply to a Request but then press the Cancel button, the email that I started typing still sends to the Requester. If you use the close (X) button on the Window, it does not send.
Scheduled AD/LDAP import
Hi, I would like to raise an issue regarding the scheduled ad/ldap import. I am trying to set a schedule but it seems I cannot save it when I click on the Save Schedule button. Please help. Thanks, Geraldine
Variable translation
Hi, I'm trying to use the $RequestAge variable in the requester notification 'E-mail user when a request is resolved'. My problem is that my site is prepared for spanish-speaking users and all notifications are translated and mostly all variables that I use are simple data (number, dates, names) except this one that is a phrase ("This Request will automatically close after 1 days."). Is there any way that I could edit this variable value or I am forced to use it only in english? Thanks for all your
Service Desk
Hi, Does ServiceDesk allow high availability design? Our SD server has been crashing 3 to 4 times in a month so while we fix the issue, we also want to setup HA. Thanks, Tae
Users can't add requests.
Dear Sir/Madam, Quite recently we have started using the ManageEngine ServiceDesk Plus (pro) module in our company. So far we're rather satisfied, some minor issues but nothing big. However there is one issue I cannot seem to resolve permanently. Some users (eventhough their accounts are no different from the other users, all user accounts have been imported from Active Directory) are unable to add requests. They can log in, create a request and fill in the required fields but as soon as they click
Requester's password
When user sending a request email to ServiceDesk, the requester is created automatically with username as sender's email address. What's the password to use for user sign on the site?
Asset details in custom report
I have a service request containing asset details, where users can select hardware and other stuff. When I try to create a custom report of those requests, asset details is the only field missing in the gui. Can you provide an example for a query that contains asset details in a service request?
How to notify when license violated or expired?
Hi there, SDP build 9041 Is there a way to set notification to be sent when a software license is expired? Also if a license is violated, e.g. we have 3 license (allocated) but then someone installed another one on different computer. Thank you!
MSSQL database performance increase
Hi, I was doing some testing regarding performance and did a query to get non index and index fragmentation That in some tables was over 90% So I manually rebuilt the indexes on a test database and notices some performance gain So I got really curios and stopped the service backed up the ServiceDesk database and ran this sql query in MS sql Management Console and started the service again after it had finished I haven´t done any calculations but I think this is well over 30% performance gain for
Error - cannot set AssetState when calling Webservice (API Servlet)!
hi, I'm using the servlet API to adding an asset, everything works fine but the AssetState value doesn't set correctly. I want to set an asset to "In Use" state, but every time the webservice called, asset will be added in "In Store" state. what value should I send to the web service for this reason? (a string like 'In Use' or its value like 2) neither a number value (2) nor string value ('In Use') works correctly!! what should I do?? I'm using SoapUI , Simple html form (from ServiceDesk API Servlet)
VB script - ADD Request
I'm trying ADD a request by way VB, but i get an error on Line: 2 / Char: 9 . I'd count and the Caract refered is "As" on the manageengine sample. This is my script: Dim Test VBA fullUrl As String = "10.4.106.102:8080" & “/servlets/RequestServlet” Dim oWeb As New System.Net.WebClient() Dim Params As New NameValueCollection() Params.Add( “operation”, "ADD_REQUEST") Params.Add( “priority”, "High") Params.Add( “subject”, "Test VBA") Params.Add( “description”, "ADD request by way VBA") Params.Add( “category”,
Mailto Usage
Hello, Does anyone use Mailto scripts in any of the Reply Templates? I would like to use something similar to the below, so that the person receiving the email has two options and just selects option and sends reply without having to type anything. However whatever way I've done this it is not displaying correctly (as a hyperlink named Type 1) in the email and when you click the link it is dropping the description and not pulling through the RequestID from Manage Engine. <a href="mailto:test@test.co.uk?subject=$RequestID%20-%20Type%201&body=I%20would%20like%20to%20select%20Type%201%20under%20reference%$RequestID">Type
CMDB for workstation and user setups
Does anyone use the CMDB module to document individual user setups for PCs? I have a need to keep individual documents on each user and what drive mappings, Security Groups, applications, and other specific information they have. I was thinking on either a Parent CI of Drive Mappings, ODBC, etc. Then associate the user with those specific CIs within the container. Or would it be better to create a Parent CI called Workstation configuration, then create sub-CIs for each drive setting. Not sure
Order of My Groups
Hi -- As we are unable to delete old un-used groups, I have recycled them instead and renamed them to new group names. However when technicians now go to their My Group view it does not list the groups alphabetically. To the untrained eye it looks like it orders them using the old Group name, despite it having a new name. See pic. Any suggestions? Can we rename in the backend at all to help? Thanks Lynne
US Times
How can we get Service Desk to show US times rather than UK times? When I export data to a CSV file, Excel does not know how to handle any date that starts with a 13 or more. Example US Date - 9/15/2015 Service Desk - 15/9/2015 My local system and my server are on US date and time.
Backups to a new location
Good afternoon, In our test install of ServiceDesk Plus, we enabled backups to run every 30 days, to the default location (C:\manageengine\servicedesk\backup). Today, I changed the location to a network drive on a different server. I also changed the frequency to every 1 day, so that I could test and make sure it worked. It does not. I am wondering, what permissions need to be granted on that folder for the backup to work? Also, if the problem is permissions, wouldn't I have a failed backup message?
Software from Assets Scan Available in Requests
There is a category in ServiceDesk plus. Is it possible for this list to pull from the software list from our asset scan? Seems silly to have to re-enter it all?
Roles Need to be updated
Dear Support, Technician should be able to view the ticket if there's a task assigned to him/her even if he/she is not the owner of the ticket. Current Roles: All All in associated sites All in group & assigned to him[Requests and Changes only] Assigned to him[Request and Changes Only] Propose Roles: All All in associated sites All in group & assigned to him[Requests and Changes only] All in group & assigned to him[Requests, Tasks and Changes only] Assigned to him[Request and Changes Only] Assigned
problem with REST api
I’m unable to receive the xml data from my rest POST. Here is my URL: http://sdpserver/sdpapi/request/100217/?TECHNICIAN_KEY=9E467594-02CD-490F-9729-CF35E9A411D5&OPERATION_NAME=GET_REQUEST When I type my URL directly in my browser (Chrome) I get the xml result; no problem. To make sure that it is not my code that is faulty, I have saved the xml output to an xml file replaced my request from POST to GET and my URL for my xml file and I’m able to retrieve my data and display it. When I look inside
MSPSDP-3388?
Greetings, I'm new to ServiceDesk Plus and I'm having a problem that many others have had; trying to hide the default request template. According to documentation that I've found, MSPSDP-3388 gives us the option to "disable the default request template for requesters." Then, at http://www.manageengine.com/products/service-desk/faq-admin-modules.html, I found the following instructions...but the "Disable default request template for requesters" setting is not there. Can anyone help? Thanks, Tom Preston
No group assigned when "Pick up" or "Assign to:" are used in Request module
In my testing it seems that when the Pick Up button or the Assign to: drop down list are used to quickly assign a ticket in the Request module, that no Group is assigned. Am I overlooking a setting? Is this a feature I can request? I know that a Technician can be in multiple groups, so it would be useful to be able to be presented with a choice in those cases. Thanks! Don Conley
Option for technicians to mark tickets that they are currently working on.
Hi Users, We are planning to implement a feature for technician to mark the ticket he/she is currently working on. Other technicians / Co-ordinators can know whether any technician is working on the ticket from list view / request details page. Multiple technicians can work on the ticket and can mark as started by clicking 'Start' Link. Work log can also be added automatically on clicking the 'Stop' link. Option will be provided in 'Actions' menu of Request list view and details page to mark the
API: How to get technician key using REST?
I'm creating a mobile app to manage the assets and was using Servlet API, however since its discontinued I'm moving over to REST. The issue I am having is trying to get the Technician Key to use the API without making the technician's find it and enter it. How do I get the technician key through REST automatically based on the entered username and password? I'm assuming this can be done since the iOS app does it.
Adding Approver to Stage
HI I am not getting option on Adding Approver to Stage on servicedesk 9.0 9033 free version
Get CI Details
When using the example XML code from Manage Engine to get CI Details from here: https://www.manageengine.com/products/service-desk/help/adminguide/api/cmdb/get_ci/get_ci_details_filter.html The API returns only the CI Name, CI Type, CI Description, and Site. What in addition has to be done to receive alternatives to these four? Thanks
View deleted Requests
Hi, is there a way to view deleted Tickets? Many thanks,
Program Hang at Application Layer Starting
i tried to run progam but it stop at application layer started please help, thanks
How to delete support groups from 'Default Settings'
Hi, I have a support group that is no longer used and has no members associated. I have deleted it from each of the individual sites from the 'Support group for XXX' dropdown menu, however when i try to delete it from the Default Settings menu it gives me an error stating that 'Groups cannot be deleted', and the group still shows up when creating new incidents. Is there any way to delete this so that it does not show up when creating incidents? thanks
Who in your company runs your Service desk plus ticket system?
I am trying to see if anyone else spends as much time in SDP and the other ManageEngine products as I do. Keep in mind we have 12 departments that use SDP. I create all the ticket templates and train everyone to use the system as more departments use the ticket system. I have asked other people i know and i believe they use basic ticket systems place a ticket complete a ticket. We have SLA's data to collect and reports to make. Departments making changes all the time. new users remove old users
New hire workflow with multiple tasks
I have run into a problem while developing our new hire workflow in service desk plus using the service catalog. We have several different support groups using service desk to track their efforts. These groups include IT, HR, payroll, etc. For the new hire process the ticket is supposed to get created and assigned to HR for processing. That ticket has several tasks associated with it and assigned to other groups to create the new account on the network, set up payroll account, and so on. The problem
Field and form rules stops working if deactivate/delete any additional template
Hi All, I have created some field and form rules in "the default incident template" to hide/show some fields based on the "field change" or "form load". here are the examples of some of the rules I have created: these rules works fine on the default template. Here are my problem: 1. I had one additional template which was available to requester "show this form to requester" ticked. As soon as I un-tick this option or delete this additional template: my rules on default template stops working. I do
New request errors after 9107 update
When a requester clicks add request they get an error "Please provide numeric value for the field." Testing on a template, it appears to only occur if there is a numeric filed defined on the technician tab, but is not on the requester tab. A similar error occurs with a Date/Time field, but instead of an error, just a red "x" appears without error at the top, no request is created. Updated: The Date error shows up in the log: ... WorkOrder_Fields_UDF_DATE1=null ... *extra lines cut* [21:27:44:908]|[09-03-2015]|[SYSOUT]|[INFO]|[42]|:
Group Email - Assigning to group
Maybe I dont understand this right, but if we put a group e-mail in for a support group, any emails it collects that were sent to that email address would be assigned to said group? Also I tried making business rules by using the To, and that didn't work either...
Managing tasks in Service Request template workflows
Hello, I am a new customer of Service Desk Plus and am currently adding service request templates as part of the Service Catalog. On the Work Flow tab of a service request template, you can add tasks, set dependencies, and organise the order of tasks to match your business processes. My question is - we have a number of processes in our business which can cycle based on the outcome of a particular task. For example: Task 1 - develop a software application Task 2 - deploy the application to a Test
Cascading Business Rules
I would like a better understanding of how business rules work when cascading is turned on. Example: I have 6 rules. Rule 3 has cascading turned on: Ticket is created Rule 1 does not apply > move to Rule 2 Rule 2 does apply > changes are applied and ticket moves out of rules Ticket is created Rule 1 does not apply > move to Rule 2 Rule 2 does not apply > move to Rule 3 Rule 3 does apply > move to Rule 4 (because cascade is turned on for Rule 3) Rule 4
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