Business Rule Criteria
How can I trigger a business rule only if Technician is Unassigned?
Difference between SDUser and aaauser tables
Hi, I am new to Service Desk Plus. I want to difference between SDUser and AAAUser table. Thank You, Manoj
First Response - Service Requests
Hello, I've just noticed that we can't mark a first response time for any service requests logged using a service request template. No problem marking first response on incidents, but we do also need to measure response time for service requests. Am I missing something? Or, is this a bug/feature? Regards, Frank
ITIL - 2 Stage Closure process and managing users replies to Resolved Requests
Hi, We have setup SD+ with a "Resolved" status in the system (configured as a Completed status event). Out technicians are only able to Resolve a call, we then use the auto close feature after 7 days of resolution. The problem we have is that users often reply to our Resolution email with "Thanks".... when this conversation is added to the call via email the call gets re-opened. We have set the option "When the requester replies through email/portal to the closed requests. Perform the following:"
Can't open https site with Firefox 39
Hi there, With the new Firefox 39, I can't open https site of Servicedesk Plus and OpManager. Please see http://eltonoverip.com/blog/2015/07/firefox-39-0-ssl-error-weak-ephemeral-diffie-hellman-key/ Is there a plan to upgrade the website security on the next service pack?
Tasks not emailing
Using the change and projects module we are making tasks for users but for some reason the task owner is not being emailed when it gets assigned to them. I have test this but turning on all of the task notifications and then creating both tasks and milestones in project but never received emails saying tasks were assigned to me. Yes email is flowing. What am I doing wrong?
Wrong Update link
Hi Guys, Can you please check the version of the file provided in the website to follow the below upgrade path Migrate from Build 9046, 9047, 9048 to Build 9100 https://www.manageengine.com/products/service-desk/91677414/ManageEngine_ServiceDesk_Plus_9_0_0_SP-0_1_0.ppm When trying to apply the update, we are receiving a message saying that the build is higher than the patch number We are currently on 9.0 Build 9048 thanks in advance
custom request
Hi, It is possible to prohibit changes in the field "Subject" in the templates ?
VIP Users
I may have missed something here, but once a requester is tagged as a VIP user, how does SDP alert a technician to the fact? My expectation was that when a new incident was created, something would pop up or indicate that the requester was a VIP so that the right priorities could be set.
RMA
Hi, Just as a suggestion, an RMA option would be great. Maybe connected to the vendors, having an extra section for the technical side.
Approval Group
Dear All, I have created security exemption request form in ME SD Plus and this form should be apporved by Security Commnuite. how can i create security approval group? one of member approval is enough for moving to next step. thank you
Obtain user's assigned assets via API
We are looking to automate some of our off-boarding processes and one of the unknowns is the employee's assets. Some of our employee base has a laptop + ipad and we want to make sure it is all recovered at termination. We have multiple locations and sometimes a manager will terminate an employee and collect their gear so ideally we'd like to make sure they know what should be collected. Our assets are up to date in ManageEngine, I see there is an API interface but my research is showing a way to
ME Servicedesk backup
Hi there Am using ME Service-desk Plus - Professional version and I have set the backup and it is creating the backup files. I have the below questions regarding the backup How can I check the backup created are working or not? What part does the backup takes is it the configuration made plus the requests or just the configuration ? can you please explain.
Two columns in the technical list
Hello, The technicians list are showing two columns to the fields e-mail, telephone and mobile phone. Below is a screen shot: Thanks. Alvaro. Translated by Google Translator
Automatically Close a call
Is there away to close a call that has been marked as resolved for more than x amount of days. Thank you
Auto assign technician made requests to submitting technician
Hello, As we are implementing ServiceDesk Plus, I have noticed that several of our technicians forget to assign tickets to themselves, causing them to sit in the queue which increases the time that the ticket is left in an "open" state. At our organization, we create many of the requests on behalf of our users and we would like the ability for: Technician understands issue, and creates a requests within ServiceDesk Plus Ticket is auto assigned to the same technician that created the requests for
Shield with Star by Requester
What does the orange Shield with the Star inside by a Requesters name represent?
MESD not starting after attempt to restore database
Hello, I built a fresh install in Azure and attempted to restore data from my old production server (both systems running on build 9045) and now the service will not run. Any assistance would be appreciated
How to close really old requests?
Hello! I've got some problems. I have a lot of requests, that are assigned to many technicians. Some of technicians have a lot of really old requests (from 2013, 2014 years) with open status. They just solve the problem and leave request open. Now I Want to clean that mess. Is there any script or procedure to close requests that were created earlier than, for example, 01/01/2015? Because now I have to add info in mandatory fields to any request which a want to close.
AD User Import
Hi, I have a question regarding importing users from the AD. If I created a user/requestor in the Manage Engine directly, and then there is a same named user being imported from the AD, what will happen? For example, I created a requester named John Smith directly in the ManageEngine ServiceDesk with not much user information, then there is a new user in the AD named John Smith as well with email address, position, etc. How will it be treated? Thanks! Geraldine
CI Type is not default upon Item Discovery / Identifycation
Hi, Some scanned software correctly discovered through an agentless, network scan won't get its respective CI Type associated (see image below). Is this the expected behaviour? P.D: Other software items such as "Microsoft Windows Server 2008 R2 Standard" discovered using the same method do get this CI Type right after scanning. Thanks. Juan
Service Desk Plus Mobile Version request handling
When a technician raise tickets using their mobile devices (both android and Iphone) the request created are being assigned randomly to all technicians and it is neither using the Incident and Service Business rules. what do you advice? I have checked Enable Technician Auto Assign and am using ME service-desk Plus - Professional
Service Desk PLus iOS and Android application Issue
Hi, I would like to highlight that our service desk plus is not allowing any login from the application downloaded from App Store or Play Store. It prompts that the username and password is incorrect after i input my IP details. I have confirmed that the details I have input is correct because the browser version on both devices works fine. Please advise further. Thanks
where is default reply template located
I need to edit the default reply template. I do not see it in the reply templates list. Where do I go to edit it? Running SDP build 9011
Executing Custom Menus
Hi i have upgraded to 9.1 and can see a new feature that allows me to create a custom menu that can create users in ADManager Are there any instructions on how this can be achieved as this has the potential to be a huge feature for our organisation? Thanks Adam
Link to Contract documents within Contracts
Hi, We use the Contracts module in ME SD. However our company policy is to store our contracts in our CMS. Is there a way to link to these contracts rather than having to store them within ME? This functionality is critical for us to be able to continue using ME SD for our CMDB asset tracking. Being able to support a URL format within the "Attach file" section would be ideal and clean.
No "MySQL" option during the ServiceDesk installation.
Hello, I'm a beginner with ME ServiceDesk Plus. I wanted to install a Free Version of Standard Edition available for 5 technicans. I have a MySQL database on the outside hosting (home.pl) and I wondered if ServiceDesk will run on it. I run an installer on my laptop, but it doesn't have "MySQL" option to choose, only PostgreSQL and MS SQL. In Installation Guide "MySQL" box is mentioned: 14. Choose the Database between Postgre SQL,MS SQL and MY SQL . By default ServiceDesk Plus supports Postgre SQL
Tasks worklog report
Hello! We started to use "Tasks" module, our technicians creating individual tasks (not from requests). And now we can't find how to create report for worklogs in those tasks. Reports - "Tasks" does not include time spent by technicians Reports - "TimeSpent" includes time spent for requests only, not for single segregated tasks What can we do? Thanks.
SLA Not Assigned
My SLA rules don't work. I don't know why. Criteria is by priority. Everething is ok. But, when submit a request, SLA field shows " Not Assigned ". I try set the criteria by urgency and impact but doesn't work too. The Preventive Maintenance set the SLA correctly. My problem is just with Request SLA SDP: 9.0 Build 9046 DB type: MSQL
Images in message template
I would like to have a footer in every notification message being sent to requester. The footer must contain our company logo. Is it possible to embed an image into the message template? I do not want to use web link function, I want to embed an image like MS Outlook does. Is it possible? Regards, Jerry
request status
Hi I need help! I created a status of "Awaiting response from requester" for requests This status was created on similarity a standard status "OnHold" In Self-Service Portal Settings I turned on "Open onhold requests upon requesters reply" but when the request is in the status "Awaiting response from requester" and User answer the question of Technicians, through web-form, request does not change the status to "Open". Answer via e-mail - ok! If to use the status "OnHold" - answer via e-mail and web-form
Servicedesk plus mobile app
Do technicians have the ability to enter new requests from the Request Catalog? i only see "new incident", not any of the service catalog request options.
application available only local
Hello, I installed "Manage engine plus" - service desk application on CentOS with this instruction https://www.manageengine.com/products/s ... linux.html I solved all problems with installation and it works, but only on machine where I installed it. My question is: How to set my station to work on this application on other computers in the same network. I'm the newbie. I will be grateful for all replies. Regards, astepi
Incorrect email address sent to Job System
One of our stores sent us an email by typing out the SDP email address twice into the to field. The two field has itservice@ourdomain.com.au and itservices@ourdomain.com.au They put an extra s at the end of itservice which is not a valid address. Now whenever I go to close the task it gets re-opened because of the incorrect address. I'm going to add itservices into smtp on AD to get around it but what is the correct way to get around this in future? I couldn't see any way to edit the to field within
Mobile app for requesters
i also have a support ticket in that is describing an issue with the add request icon disappearing/reappearing, not working when pressed for both iphone and adroid for multiple users, however..... even if this was not the case and the UI was not bugged at the moment, the only fields i saw that were available for a new request via mobile app, was title, site, description. I cannot think of a scenario where we would ever allow all of our requesters to use this app, because of the amount of direct
SLA is not applying
Hi guys I created a SLA Rule for a specific combination of Category/Subcategory/Element, but I think is not working because when a user creates an Incident for that specific Category/Subcategory/Element the Expiration Date that is Taken is the one set by the Priority. I mean: I have this: Priority 3 --> The ticket can be resolved in 3 Days. But SLA for one specific Category/Subcategory/Element says that the ticket MUST be resolved in 8 hours. So if a User creates an incident with Priority3
Dashboard
We are running SP 9.0 Build 9043. I'd like to customize the Dashboard, but it seems that the feature is either disabled or not averrable? I've created a custom report that I want to use instead of one of the standard reports/widgets that's on the default Dashboard. Thanks in advance...
If the users can't change the description in a service catalog request, the user cant use it
1. If I add a service in Service Catalog, it's not possible to uncheck the option "Requester can View" for the Description field. It's grayed out. Is it there anything I can do, to uncheck it ? 2. If I uncheck "Requester can Set", the requester will not see it, when he opens the Service request. However, he can not add the request. When the user has filled in all information, and tries to click "Add reuqest" nothing happens. No error message or anything.
Failure to connect email to manage engine
I am getting an error of FAILURE :E-mail settings saved successfully. But error occurred while trying to check connection with mail server - Problem connecting to mailbox when connecting to exchange 2013. Kindly help.
ae_scan XML import
I would like to import an XML created by ae_scan.vbs into the servicedesk manually but cannot find a place to do that. All old forum posts refer to a 'Standalone Audit' section of the servicedesk which does not appear to exist anymore. Can somebody please point me in the right directory?
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