New request ID created. Please Help..
Hi I have the following setup for testing: - Requester (a@a.com) send in an email which has multiple email accounts in To section. (To: b@b.com, c@c.com etc) - A technician log into servicedesk plus to reply. At this stage, I am seeing b@b.com and c@c.com are in CC list instead of To list. Is this expected? More over, if b@b.com replies to the received email from technician (for the reason of adding information to the issue), servicedesk plus will treat this as NEW request. Is there anyway to
How ServiceDesk Plus consider incoming emails as Same Case?
Hi all, I am new to ServiceDesk Plus and a little confused over how ServiceDesk Plus merging emails into same request id. Hope you guys can share some experience. I am planing to change all reply templates using "prefix10000" instead of default "##10000##"" etc. Can this be done? From my testing, seems to be working fine. I am not sure how thorough my testing is though. Thanks in advance.
SDP Web Server Security Updates
We are improving our security through scans and analysis of all of our potentially vulnerable systems. I'd like to know what web server software SDP uses, and how to check on the version. In addition, what is the process for updating the web server software and how often does this occur? Thanks for your prompt attention to this. Joe
Variable for Requester Job Title
Hi, We can send some requester information variables in email notifications as: $RequesterName $RequesterMail $RequesterMobile $RequesterPhone How can we send requester Job Title? Which is the variable? Thanks in advance, Aritz.
On Behalf Of variables
Hi, We are using $OBOUserName variable to send some information in notifications but we want to know if there is more contact information for On Behalf Of users (telephone, email, mobile, etc...) and which variables should we use. Thanks in advance, Aritz.
New UI
I have just switched to the new UI which I find bland and boring No colour other than the icons and way to much white space It would have been nice for you to test it on users before hand and get some feedback. I much prefer the old interface
Need to setup a business rule based on request status
I am trying to set up a business rule by which I can email all requestors (under Requests) whose tickets are in a specific status like hold to take action. I want to send this email daily till the ticket comes out of Hold status. Can you help on this?
CI Details screen
Is there a way to change the fields that are displayed on the CI Details screen for assets? We have some fields being shown such as sysUpTime that we don't need.
Java 7 security error on Internet Explorer screenshot on Description
Hello, A java security error arises with Internet Explorer 9 and Java 7 when a user includes an image in Description field from clipboard. We can set up URL exceptions on Java Security, but not a nice job. There is no problem con Firefox and Chrome. Thanks in advance, Aritz.
Are there plans to make SDP compatible with newer versions of MySQL?
We would like to move our SDP database to our main MySQL Enterprise server. However, we're currently running v5.5.28. As far as I'm aware, the latest version of MySQL that SDP supports is 5.1.x. Are there plans to support newer versions of MySQL? I just read a post that SQL Server 2014 is supported--why not the latest version of MySQL? Thanks!
Notifications bell
Hello, Is there a way to disable or remove notifications bell from SDP? We prefer web-based notifications for technicians and there is no need to have an additional notification on web page. Thanks.
Add User Column in the Asset Lists
Dear Awesome Developer and Admin here, I have a question that maybe easy to answer or never answered. In the asset field at the help desk request form, I want a 'User' column exist. It is very important column to help us find asset based on who own those assets. I have a screenshot here, you can see there is no option to add user column. How can I add some columns to this kind of asset view? Thankyou in advance.
Assigned Technician Not Getting Closure Alert....
We have alerts configured to go to all technicians when a request is closed. But, the assigned technician (the one doing the closing) is not getting alerts. Is this expected behavior? I don't see a place to change this, but it's kind of a weird presumption on the systems part to assume the technician doesn't want to see his own closure alert.
Question about database instances
Hello, I have installed SDP and chose PgSQL during the installation process. Later I installed OpManager and chose PgSQL also. I need to understand/verify something here. Now, each of these two applications is running its own PgSQL server? If so, I suppose that changing their DB to a common DB server would be more efficient. Can you pls confirm?
Data Fields not available in Time Spent Reports/Module
We would like to have Last Update Time and Request Type available in the list of fields to display when running a custom Time Spent Report. Is this possible? Thanks!
escalate manual
how we can set the escalation level of an incident to manual use, without set automatic after period times.
Changing Service Categories Icons
Hi, I currently have Service Desk Plus standard installed and have deleted the default Service Categories which had various different icons. Now after adding our service categories there is only default icons set and I cant find any option to change them. Sorry if this is a basic question but ive looked everywhere i think.
business rules
Why Service Catalog do not apply the business rules?
Incoming Mail collection - Alert
Hi Team, Recently I have problems with the ServiceDesk Plus application to capture emails . For example . I am using the Application EventLog Analyzer EventLog Analyzer lets you send alert notifications when it does not capture the logs. It would be helpful to have a log or alert notification when you can not capture incoming and outgoing e -mail . To account for the future. regards Camila Duarte Security SRL
ERROR: unexpected chunk number 2 (expected 0) for toast value 1080046 in pg_t oast_37713
Hi Support Team, Build: 9000 DB: posgresql I am getting the Following Error while taking the Backup. Please wait ! backup in Progress................... 0-----------------------50------------------------100(%) ================================================org.postgresql.util.PSQLExceptio n: ERROR: unexpected chunk number 2 (expected 0) for toast value 1080046 in pg_t oast_37713 at org.postgresql.core.v3.QueryExecutorImpl.receiveErrorResponse(QueryEx ecutorImpl.java:2102) at org.postgresql.core.v3.QueryExecutorImpl.processResults(QueryExecutor
Possible for Technician to view Changes and Problems from other sites, but not Requests
Hi I have a technician working in a remote site supporting users in that site. I have created a role (site technician) and set the "Technician allowed to view" setting "all in associated sites." For the requests this is working well - the technician can see the requests from their site, but not others. However, this setting also limits Changes and Problems. I would like to have it configured so that the technician can see Changes and Problems in all sites. How do I set the role up to allow this?
How to mergue tickets automatically without know the initial id
Hi, We have a requeriment for a customer. They want send us a lot of related incidents that should be inserted in an unique ticket. They will send us using mail and they can insert any type of common string or tag unique for each incident (each incident is associated to a number of mails). This field could be used to "auto-mergue" all the related incidents but we don´t know if it is currently possible. This is important because we can get more than 50 mails related to an unique incident. Thanks
Task URL?
How can I find the URL to a task of a request? Regards, Mark F.
Remove requester details fields from requester template
Hi, There some requester details fields that we do not want to use in requester template (Example: Job tittle). Is it possible to hide/remove them? Regards, Aritz.
Alert technician by email when a request is assigned individually
Hi all, I see that there's the option within Notification rules to alert technician by e-mail when a request is assigned to him/her, but I'd like to know if it's possible to do it individually to certain technicians, because the current setting will apply to all the technicians, and that's not what I'd like to do. Thanks!
escalate process
how we can set the escalation level of an incident to manual use, without set automatic after period times
need report
Dear, we need report for show the escalate process level ,ex.(escalate from level 1 to level 2).
Need Suggesion-Unable to open ME from Server IP & How to find backup extension.....
Hello, I have following queries with regards to the ManageEngine trial version (8.2.0) which I had installed last week. · We have installed the ManageEngine with MySQL database and configured the ManageEngine based on our requirements. We would like to know what is the name of the Configuration backup file (of the configured field parameters), which location it is stored and what is the name of this file? · What is the extension of the backup file if the database is MySQL and Postgres ? .also i have
How can i build ServiceDesk Plus?
Hi Team, I'm very like ServiceDesk Plus products, i would like to try and buy it but i cannot understand how do you count license? I need some features: - 20-300 users in my system. - 3 Techinicals - I need this tool for I.T asset management and my be help-desk function. So what must i buy?
ServiceDesk Plus Standard Free Edition
Hi everyone, I have some questions regarding the ServiceDesk Plus Standard Free Edition! 1) Is it possible to have some technicians with with Annual Maintenance and Support and some free for test purposes? 2) Does the free edition receives the same updates has the paying versions? 2) I'm deciding about renewing the "Annual Maintenance and Support " and I didn't find any description of what is included in the "Annual Maintenance". Can anyone provide some insight into what is this service? Thanks in
User - Additional fields in notifications and reports
Hi, We use User - Additional Fields to populate with data from Active Directory. We want to user that information on notification but we do not know what variables do we have to use. On the other side, we want to use that information to filter in reports. thanks in advance, Aritz.
contracts
Is there a way to have the contract status OPEN, EXPIRED and ROLLING? we have contracts that are rolling but the actual contract has expired regards Marcia
Wallboard statistics
Whats the best way of displaying help desk statistics on a wallboard so that they cycle through different types of information such as: Calls assigned per technician Calls open per department Number of calls opened/closed last week/month Calls opened today vs calls closed/resolved today Any suggestions of getting this information, putting it into graphs then having the graphs auto update on a wallboard? Thanks
Want to Access Manage Through IP in Local LAN
I installed ME on server. But I cant accessible it through local LAN as Server is reachable from Network. Pls suggest...
Display samAccountName (Login Name) in the Requester Details
We need to display the Windows username of the requester in the details section. I see that that field is available when I view all of our requesters, labelled as "Login Name". Following the info in this ticket I added a field with that title in Admin | User - Additional Fields | Requester Additional Fields, but while the field now shows up in tickets, that field is never populated with the samAccountName/Login Name. Any ideas?
Import department from CSV
Hi all, I need to import a lot of departments related to different sites. Is there a direct way to import departments from CSV? In alternative, I can import a "fake" workstation related to each department and site. In this way, department are created correctly, but they are all under "Default Settings" site. Is there a way to move a department from a site to other site? My SDP version is 8216, and at this moment I can't upgrade it to the last version. Many thanks, Sutot
Custom View based on Time
Hello, I'm trying to create a Custom View to show tickets that have been created in the last 12 hours but only option is available under "Created Time" (or any other field related to time) is date. Is possible somehow filter based on Time rather than date? The whole purpose of this is to have a view of any tickets that have been created overnight or outside of Operational Hours. Thanks
Incident or Service Request
I can see from the SDP demo that in line with ITIL v3, your product separates out Incidents to Service Requests up to a point. However, it seems that to be classed as Service Request, the request has to be raised via the Service Catalogue. However, I can see a couple of issues with this. In the Request Module, there is the option to open a default Incident. Is it possible to do the same with a Service Request? I can also see an issue if a user requests a service via email. The request will
ERROR CODE : 527 after applying tzupdate
Hello! Due to timezone change i have applied fixes as described here https://forums.manageengine.com/topic/servicedesk-time . SDP is on Ubuntu 14.04. Now SDP does not start, log shows like that Server is starting. This may take a couple of minutes ... ERROR CODE : 527 Inconsistent change detected in date settings. Please restore original date settings. Please contact ZOHO Corporation 4900 Hopyard Road, Suite 310 Pleasanton, CA 94588 USA Phone: +1-925-924-9500 Fax : +1-925-924-9600 Email : sales@manageengine.com
external consultants
Hello, Is there any functionality or recommended way to handle external consultants that are taking care of Requests or (Changes), but are not Technicians or use SDP? We have some Requests that are not handled by our company IT-staff, but rather external consultants. We would like to indicate this some way in SDP. Regards Lakend
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