how to turn off Directory Traversal in your apache?
Hello, We had a recent security audit, and our ServiceDesk server is being flagged for an Apache vulnerability. It is recommended that we inquire about disabling Apache directory traversal at the server. We need to resolve the following, please advise: Apache Tomcat Directory Traversal Vulnerability Port: 80 Protocol: TCP Description: Apache Tomcat is the servlet container used in the official Reference Implementation for the Java Servlet and JavaServer Pages technologies. Apache HTTP Server running with
Notification icon - can you show completed tasks?
Good morning, I've been looking through various settings for build 8217, and cannot seem to locate a way to enable the notification icon (on the main page that shows a red indicator for new notifications) to display when tasks are completed. It currently will show when a task is assigned, but that's all. We have an email rule that will email the technician when it is finished, but we'd like to have the completion show in the notification dropdown if at possible. Can this be done? Thanks, David
Delete Request information including attachments
Hello to all, is there any way to delete requests whose resolved time is older than 1 year automatically incluiding attachments (notifications attachments and request attachments)? Thanks in advance
After SDP server migration Notification $Requestlink shows old hyperlink
Hello to all, we have migrated SDP server to a new server following your FAQ instructions. Everything is working fine except $Requestlink hyperlink in notifications. Problem is that notification shows url correctly but hyperlink is different and use old server url Example: Link displayed on notification: http://newserver:port/WorkOrder.do?woMode=viewWO&woID=83 Hyperlink on notification: http://oldserver:port/http:/newserver:port/WorkOrder.do?woMode=viewWO&woID=83 We have change url alias on Self
Bug Report: Request history does not show Work Log updates
When adding new work log entries, they are not tracked and hence do not show up in the the request history for the request. Request history should track all changes to a request correct?
Pass Incident Parameters to Tasks
This may have been answered but I was unable to find it. Is it possible to have parameters from the incident pass into tasks? For example, let's say I have an incident template and in that template I have automatically generated tasks. The tasks are assigned out to different groups/people and I want to give them the relevant information right on the task screen. If we take a new hire employee, there are many things that need to be done. Active directory utilizes some info, Exchange some other, Cisco
Define a time to import users from Active Directory
Hi, is there a way to specify the time of the day when the AD Requester import happen? Thanks.
Can a technician be a department head?
Trying to configure IT departments among others in ServiceDesk. But the department heads are actually technicians in the tool. Anyway to set them as the department heads since that is actually what they are? Seems only requesters can be dept heads. Bill
Remove email to approver as default upon approval of PO?
When I approve POs, the system defaults an email notification to the creator of the PO and to the approver. I have the ability to manually remove myself (the approver) from the email notification, but when I have a dozen POs to approve, this gets tedious. I don't need an email notification telling me that I did something I know I just did. Is there a way to remove the approver as a default notification target for the approval action?
Issue with Custom Views
We are running ServiceDesk Plus 9.0 Build 9012. When going to Requests, Manage Custom Views, New Custom View... If we choose "Technicians" under --Select Column--, then choose "is" or "is not", then select the "Choose" button, we should get a list of our technicians. Instead we just get the option "None". As this used to work, I'm wondering if it's a bug in the 9012 release. I didn't see a fix listed, though, in the list of fixes in the versions greater than 9012. Any ideas? Thanks!
End Users able to review or approve change tickets
Is there a way to have and end user [Requestor] able to review a change ticket and/or approve a change ticket? For example if I want a normal user to review that the change was done correctly: Modified the 'Reviewer' role so that 'This role will be played by All Users' Selected a User (non-technician) as the Reviewer when creating the change ticket Moved a change ticket to Reviewed stage End user got an email that there is a change ticket ready for them to review and there was two links (one for
Problem during upgrade
Dear support team, I’m writing regarding problems we faced during servicedesk upgrade. Actually we are using 8.2.0 Build 8217 and we planned to go through 9.0 build 9020. We have successfully installed service pack in test environment where database and application are in one server. In Production we have separated servers for database and application. Trying to install the first service pack we faced error like in the attached screen. We try to make a rollback using your advices for
Customize Admin Tab for some technicians
Hello, I want to customize admin tab for some technicians. Like some technicians can not see Discovery section or some technicians can not see Import License(s) from csv under the Software section in admin tab. Is it possible to customize?
Spiceworks Data Import
Hello, I have been going over the ticketing import process. I cannot seem to locate how I can import my OLD ticket numbers. It is crucial that this information is brought over from our old ticketing system. Also, I do not see a field where all of the comments can be migrated either. I have tried going through a test import and can see the field mappings, except being able to import the ticket number and comments.
Run ManageEngine ServiceDesk Plus behind a reverse proxy
Hi, I'm trying to host ManageEngine ServiceDesk Plus behind a reverse proxy (IIS 7). I got almost everything working except browsing the requests. This requires some javascript modifications which I can't get working. Are there any special instructions on how to get this working? Regards Peter
Error Log
How can I see ip of user that creating\updating\deleting something in error log? http://sdpsite/ErrorLogListView.do
notifying Requestors of a service incident
I know you can map (relationship) Requestors to a service. With this in mind is it possible to Notify all requestors of a particular service incident? Relationship Requestor -> Uses -> Service Y Example: 5 Requestors are interested in Finance application (service) Service has an incident, Requestors need to be notified of incident Now without adding all 5 manually (example only as real no.s of requestors to services is 000's) can I email notify only requestors interested in the specific service?
Access UDF's for Service Request Additional Fields
I know i can use the additional fields in email templates for incident based requests using $UDF_CHAR1, etc... how to I access the additional fields for service requests in notification templates?
Tracking hosted application licenses
We are trying out ServiceDesk Plus so we are new to the software and its features. Putting the software through its paces I am trying to track our licenses for cloud based applications. Is anyone out there doing this? I see where I can add a contract for our hosted applications provider. It seems I can add the the number of licenses/users for the application via a 'License Agreement' and adding a 'Software License', but I can't seem to allocate those licenses to named users. Is that not possible
Record or flag a Service as being affected by an incident or problem
Hi I am looking for options to record or flag a Service as being affected by an incident or problem. All that I have come up with thus far is Incident linking to a Problem and within that Problem record - flag/choose the multiple IT Services affected. Are there any other options or ways to do this ? i.e. record an incident/problem as affecting a service or causing an outage to that Service. Glenwood
Migrating to Service Desk Plus 9.xxxx from 8.xxxx
I am reaching out on the Forum as we are still running Service Desk 8.2 Build 8211 and are getting ready to migrate to 9.0 current build. My question is how different is 9.0 to 8.2 and were there any gotchas that people ran into when they migrated? Did anyone load a play version of the 9.0 before migrating there production system to the current version so they could check out the differences. Was it successful. Any feedback would be fantastic and very useful.
MySQL update
Hi! I'm currently running ME SD+ 9020 with MySQL 5.1.50. Does latest version of ME SD+ support MySQL version 5.6.20? I suggest you to add that information on your website (what version of MySQL does ME SD+ support, because I can't find it anywhere). Looking forward to hearing from you. Regards, Kuba
newbie question about row colours in History view
Hi folks, just started using ME in my new job - I see some rows in the History view are coloured - can someone list the meaning of the colours, or else tell me where the key is in the application so I can look them up myself? Tia! :-)
Manual
Good afternoon, I wonder if there is any of the ServiceDesk Plus manual in Portuguese (Brazil) Att. Delton
Requestor edit request after they submitted it??
I know a requestor can always update their own request by adding notes, but my questions can a requestor update things like the subject or details AFTER it has been submitted??? I do not see an option for that. -Wes
Delete connted items
Hello. Can you explain me how can i find connected items and then delete it.
Change ticket workflow - move to next status without approval
Is it possible to have the 'Submission' stage go to the 'Planning' stage without any approvals? For us the information in both these stages is currently done together then sent for the approval. Ideally the person filling out the change would fill out the Submission information, save the ticket, then have it roll directly to the 'Planning' stage. Thank you for any configuration tips that might help accomplish this.
Import the attribute "Manager" from AD to ServiceDesk Failure
My steps: 1.Configuration Wizard> Common Additional Field > Add field > Single-line > Field name:"Manager",Default Value:"undefined" Description:"undefined">Update>Save 2.Configuration Wizard> Active Directory>Import Requesters from Active Directory >Select UDF for import>Check Manager:"manager">Import Now>100% Complete For the city field, I success by using " l " string for city import from AD attribute. But for the manager field, I fail by using "manager" for manager import. Question: 1.I fail
How to deny Technicians for Editing Requests?
Hi Dears How can do it that technicians can provide a resolution, but can not edit any filed requests How can do it that all entry resolution by a technician saved in resolution like work log on incident module
Backup technician
Hey Am I missing something with the backup technician function? Normally, I'd book my leave and then setup a backup technician. Now, it auto sets my backup technician to me, and I cannot for the life of me figure out how to change it? We are using 9016.
License of ManageEngine ServiceDesk Plus
Hi We already bought your product but i don't understand, how can i get this license file ? provide us please i sent mail to anti-piracy@manageengine.com and servicedeskplus-support@manageengine.com , but did not get an answer . I have registered at the site which was sent to us from anti-piracy@manageengine.com what do i have to do ?
Change the look of the Onhold Status in the Requests list
Is it possible to make the Onhold Status in italics in your Requests list so not to get them confused with the tasked marked Open? Thank You!
SDP Single sign on through AD
Hello, I'm setting up a new SDP server, where we want to enable the SSO through AD passthrough, however we don't want any requesters to login, only our Technician's. Is this possible? Also in the process of setting this up, I've tried just enabling AD authentication, but when I select edit on my Technicians and select the domain login, the option is not saved, as soon as I go back into the account, under the login details the domain drop-down is back to "none" and when I'm at the SDP login page,
Ability to edit or create Problem ticket templates.
It would be nice to at minimum be able to edit the Problem ticket default template but optimal if creating templates was an option.
Close Task\Incident as Incomplete
Hello, Is there any possibility to CLOSE incident and its Tasks as INCOMPLETE? Regards,
Search All Ticket Information
Hi guys, Is there a way to do a global search of all ticket information? That is, across all open and closed tickets, including request information, emails sent/received, ticket notes, solutions, etc. I'm having difficulty searching and finding the information I'm after. Thanks!
Pre-assign check
Hi, In SD Plus - there are Request closure rules - is there a way to have rules added so that staff have to do certain actions before they assign out the Request. E.g. - At the moment we have certain staff who classify the incoming Requests into category & sub-category, applying SLA. They then assign the Request to one of their colleagues. Unfortunately they sometimes forget to do this and then assign out. It would therefore be really helpful if SD Plus would prevent them from assigning the Request
Is there a way to search custom fields in the Purchase module?
I have added a custom field to our purchase order form. I would like to be able to search for POs by this field. The search box doesn't seem to search by this field. Is this a bug or do I need to submit a feature request for this?
API Example for updating workstation custom field
Does anyone have an example for the syntax to update a custom fields on a workstation? I want to use a third party solution to update certain custom fields via API (or directly via SQL but the API is the primary method).
Where Have Those Scheduled Reports Gone In ServiceDesk Plus?
This issue with scheduled reports came up with a client the other day so I thought I'd share. A customer was trying to find a scheduled report that had been previously set up in ManageEngine ServiceDesk Plus. They knew it existed as it was still sending reports but they were unable to locate the actual scheduled report. The reason for this was due to the fact that s cheduled reports are currently only visible to the technician that creates them in ManageEngine ServiceDesk Plus. In this case the scheduled
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