Multiple incoming email addresses causing issues.
I'm having essentially the same issue as this https://forums.manageengine.com/topic/email-address-in-cc-field . For my example see below its complicated in to type up the steps to reproduce but I'll do my best. Essentially we have multiple incoming addresses that feed into a single mailbox. So a user can send an email to support@domain.com, tech@domain.com,techsupport@domain.com, tech.support@domain.com etc. The issue is I can only add a single address under incoming mail lets say support@domain.com.
Can i automate actions from SDP to effect AD users with ADManager?
Would this scenario be possible? 1. SDP terminate request is created. 2. One of the associated tasks is to disable employees AD account Number 2 above consists of: 2.a: Disabling the users AD object 2.b: Moving that AD object to a different OU. Can number 2 be automated to pull in the name of the AD object from the terminate employee request fields, then have a script that tells ADManager to carry out 2.a and 2.b?
SDP and Jira integration
Help me set up the integration of Service Desk Plus and Jira. How can I create request to Jira using request custom menu in Service Desk plus (build 9040)?
Request approval - manageengine help desk plus
Hello i would like to ask , if it possible to do approval for request process for manageengine help desk plus standard edition example: 1- employee create a request. 2- request goes to his manager for approval. 3- then goes to technician and resolve the request. thank you
Incident Templates list order
Hi, We would like to order the incident templates shown to the requester when they submit a Request (in spanish): If it is not customizable, at least we would like to be in alphabetical order. Thanks. Aritz.
linked requests
hi I have linked requests when the problem is solved, I go to the main request and tab resolution insert a decision on this request and put the check box "Add resolution to all linked requests" how to make at the closed of the main query is automatically closed all linked requests? thanks
Merged tickets and Notes
I don't know if others have experienced this issue or if it's a known issue when merging tickets with notes. If tickets are merged, notes that were created with one ticket no longer appear unless you specifically search for that ticket. Example: Ticket 1234 is created and contains technician notes Ticket 5678 is merged with 1234 that also contained its' own technician notes When you search for ticket 5678 you don't see the notes from 1234 and vice versa. This causes issues when tickets are merged
request approver
hey guys, just a short question. Does this relate to the given job title of a requester ? What I mean is, if I had given a requester the job title "head of ..." is he automaticly the approver of that request if someone out of this department creates the request ? Or do I have to create any realtionships or something else first before it will work like that ? My goal is that if for example someone of the IT Department creates a new request the head of the department will be become the approver and
Rest API - Editing a tickets description which is created from email
Hi, We get tickets created automatically from our mail system into SD. When I try to edit the "description" field on one of those tickets and try to post the edit I get an error: Error when performing - EDIT_REQUEST - XML document structures must start and end within the same entity. All I tried was to add a space at the end of the description text and save the change. If I use the same code to save "simple" text then it works fine. Also one more thing;when are you adding the merge command to the
Organize 8x5 site support
Hello, team. We need to organize a site technical support in 8x5 mode, not 24x7 It is also required to provide the maximum 5 requests per specialist simultaneously (optional). Could u help me to understand the way to do this?
How to delete resource from service catalog template?
We're using SDP Enterprise 8210. I want to delete a resource section from a service catalog template, but when I do, I get an error that says the asset is in use. I tried clicking the delete button next to the section title. I've attached a screenshot.
Fetch TeamViewer ID SDP Agent
Team, Can we have the SDP agent scan for the TV ID? It would be really helpful. The ID assigned to the PC is static. Let me know if this could be done. BR, Ahmed Elfouly
Self Service Portal Request tab: can't see the technician in the "Assigned to" field
Hi, even though I have assigned technician to requests I can't see them in the self service portal. Login as requester, in the request list view page of the self service portal, the "Assigned to" field only shows Not-Auth for all the requests. Please help
SDP - change asset's attachment file
Hi there, SDP build 9041 At the moment, we can only attache file/document on assets up to 10MB. Is there a way to change this settings? The only settings related to attachment file size I can change is here: Admin > General > Self-Service Portal Settings And that's for attaching file in requests. Is there a way to increase the attachment file size for Assets? Thank you.
Change default print preview options?
Hi there, I'm in the process of setting up a new instance of ServiceDesk Plus and the user would like the ability to print out completed tickets with minimal extra information. When choosing Action, Print Preview from the ticket they will ALWAYS uncheck everything except "Resolution". Can that be made the default or will they need to uncheck 6 boxes every time they want to print a completed ticket?
HELP please! ManageEngine Services on Server keep Stopping.
No one is currently able access our ServiceDesk Plus MSP system because the Services on the Server have stopped. I have connected to the server and tried starting the Services. They sometimes start, but before I can access the portal the services stop again. Any advice on what I can try to get our system working again? The installation is on a Virtual Machine hosted elsewhere. We are running version 8.3 8301 (I think - can't access currently to confirm).
Actions Menu - Edit option Customization
When i'm using the Requests module using the Actions menu - Edit function the selections I have do not match the customization I've made for the request template. Specifically - my team does not use the Level feature and I've removed this from the request templates however it still displays in this area. How do I remove this? Clutter is a significant issue in ServiceDesk and I'd really like to remove extraneous information. Level shows in the Actions Edit menu... Level has been removed from the
Export data from Service Desk
Hi, We are currently running v9 build 9040. Please can you advise on what our options are if we wish to perform an export of ALL of our existing requests in our ServiceDesk installation, with the intention of moving to a new/alternative Help Desk system. E.g. What file types is it possible to export to? What fields is is possible/not possible to export? I've had a look on the forums for similar posts, and also in the Admin guide - but cant find anything relevant. Thanks.
PO# associate with assets is showing wrong
We have created contract from contract tab. After that trying to add assets on this contract. We have seen that the wrong PO# associate with assets.
new installation
hello I have the problem with the installation. we bought the ServiceDeskPlus. On the server W2k12 R2 i have installed the ManageEngine ServiceDesk. For the DB i have configured the MSSQL, the test connection is ok, on SQLServer (SQL2012) the db servicedesk is created. but when i run the ManageEngine ServiceDesk the software remain locked in "Application Layer Started" For the test i have change the DB configuration in PostgreSQL and in thise mode the servicedesk is ok. Can you help me?
work log displayed on individual task page
is there a way to have work logs be displayed on the same page as individual tasks? currently the work logs are all displaying on the same page as all of the tasks. we can hit the work log tab in the individual task but it would be nice to see the work log showing under the task to help indicate the status of the task and get a tech what still is required to be completed.
Additional fields limit in the ServiceCatalog
Hi We are receiving a message that said only 24 text additional fields could be added. There is a way to increase that limit? Thanks, Jose
Requester information suggestion
Hello! We have SDP Ent 9018 installed, and now for some reasons I installed separate free Standart version build 9041. Imported users from Active Directory and tried to create some incidents. In our primary SDP, when entering part of user information (last name for example) in "Name" field (Requester details block), SDP will suggest some requesters matching this pattern, and by clicking on them we can automatically fill all other field. But it looks like this feature doesn't work in Standart SDP.
new installation
hello i have the problem with the new installation we have buy the licenze for ManageEngine ServiceDesk i have installed ManageEngine ServiceDesk on server with Windows2k12 R2 i have settings the DB on MSSQL (2012), the test connection is ok. On SQLSERVER the DC is created when i run (run as Administrator) the ManageEngine ServiceDesk stopped in Application Layer Starded and the sw not run. Please help me. thanks
Solutions sub topic.
Hello, I want to add more information in the pull down list topic on pic "onderwerp" can anyone tell me where i can add some tekst. thanks
Discovering Service Desk - how to organize solution, help for resolution
Hello all, i'm discovering this product since i'm looking to replace a custom ticket system build in Lotus notes, i'm looking for a feature we have developped in our homemade tool. When we selected category, subcategory, item level, than a quick resolution guide appeared about how to handle the case and wich test to perform. I don't know how to reproduce this in ServiceDesk, i could make the same hierarchy in "solution" but there's no quick links between them instead of reselect the same category/subcategory/item.
Robo Technician setup??????
How�s the Robo Technician work? I have installed SD6 on my computer to test out 6 before we up date and I can�t work out how to get Robo Technician to work and as for as I can see there is nothing in the Help about it. If you know how it works and how to configure it please help. Thanks.
Changing where notes are located
In the Helpdesk, when viewing a ticket/request, is it possible for the "Discussion Notes" section to be located somewhere else, other than at the bottom of the ticket/request? I would like it to be located just below the "Requester Conversations" and above the "Request Details".
Problem starting Manage Service Desk
Hi everyone, I'm working weith a virtual machine Windows 7 Professional of 32 bits. I started the current version aplication with Postgress and MS SQLServer 2008 Express Edition. With Postgress appeared an error in log /server/default/log/serverout0,txt wich told me not found the file(don't remember of the name) in folder conf or conf/postgres Then If I did with SQL Server 2008,it put me an error with the connection. Both of them it tested with the changeDBServer.bat and the conncntion was corrected.
Request resolution reminder
We like the current process of having the requestor close the request after the technician has submitted a resolution. That way, the requestor can't accuse the technician that they closed the request before it was actually resolved. The problem is that if the requester doesn't close the request it will sit idle forever in the "Completed Requests" area. This forces the technician to periodically review the resolved requests and send reminders. Is it possible to send reminders to the requesters that
Specific View for Users
We are nearing deployment of our Customer Portal. We would like to set a default user view with the "My Open Requests" View and Specific Columns in a Specific Order. Also, we would like to not display the fields that we are making not available to the user. Would be helpful to be able to set the user view and deploy it across all our sites. Can this be done? Anyone else want to be able to do this? For the majority of our users, this will be the view they will always see. They will never change
Import and Search Employee ID
Hello, There are a couple of topics about it last one was from 10 months ago with a promise to import the ID from AD but still it isn't there yet., And i'm not satisfied with the option to import the Employee ID only via CSV. And i think i'm not the only one. So can you please make it (a.s.a.p) possible to import the Employee ID from AD and also that you can search assets\calls by employee number. I hope that you can implement this.
Discovering Service Desk - is it possible to handle maintenance plan with an automatic reschedule of a ticket
Hello everyone, The context: i'm looking for a new helpdesk ticket system where i work in an hospital, i'm also looking to integrate the "biomedical" team in it since the frontier between medical machine and IT is becoming thiner so i have interest to share documentation and asset with them. So i had a question from the manager of the biomedical team when i showed him the service desk possibilities, he find it great but there's one thing missing for him, he had to have maintenance plan for every
Last update time is not being updated?
Dear colleagues, in our installation of Servicedesk Plus, the Last update Time is not being updated when I, as technician, respond to a ticket, I do see the Last update time still the same. The only way to get this field updated is to change status of the ticket itself, which is not always what we do and how we work. I expected, that when I respond to the ticket, this Last Update Time is recalculated. How to correctly set this up? We use ServiceDesk Plus version 9.0 Build 9031.
Windows Server 2k8 SDP restore data from RHEL 5 SDP
Hi, We're now running a SDP on RHEL 5 server, do the full backup everyday. Now we want to move to Windows Server. I created the new Windows Server 2008 machine and install new SDP and do the restore job from the full backup data file, but it's not successfull. Is it able to restore the backup data file from RHEL to Windows Server? Thanks, Minh
Helpdesk Dashboard metrics by group.
Is there a way to see the metrics on the dashboard by support group? Thanks, -Nick-
when install servicedesk release 9043 , Add resource in service catalog has scroll bar view?
Hi All, yesterday i installed new 9043 release , But I had some not understanding view problem! Add resource question? "drop down list" , had bad view because there are scroll bar inside it
Exporting requests to new SD instance
We are splitting our current ServiceDesk instance into two separate instances. We need to export requests for specific groups along with the attachments, conversations and notes and import these into the new instance. Please advise how we can do this.
ADD REQUEST using REST API (for custom template) in ServiceDesk
A custom template is created from the ServiceDesk console. Now I'm trying to add request using REST API for this template. But every time, instead of the custom template the default template gets selected. Does any one have an example of using API with custom template? The XML I'm using to add request - <?xml version="1.0" encoding="utf-8" ?> <Operation> <Details> <Category>Some Category</Category> <Name>Some Name</Name> <CustomeTag01></CustomeTag01> <CustomeTag02></CustomeTag02>
Custom Field update
Can I update the custom field directly with SQL? Are there any supported script samples of such? I'd like to link some custom fields to other DB's.
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