Agent version?
I just updated our ServiceDesk to version 9018 and noticed it says current Agent version is 1.0.17 so I select download and uninstalled the old version (1.0.16) and tried installing this latest version on my desktop but once install completed it still shows as version 1.0.16?
outgoing mail
Sending of notifications doesn't work and we cannot reply to a request. The incoming mail is working fine.
Enter purchase request for services, not assets
I am new to SDP and we are about to go live with purchase and asset management. I cannot figure out how to place a purchase request for items that are not assets such as services. The hard coded workflow seems to want to add everything into assets upon completion of the purchase. Obviously, purchased services are not assets so I do not want to track them as inventory. Am I missing something? I also created a support ticket for this and will close this thread if I get an answer there before getting
What direction is Servicedesk Plus post 9+ going?
Hello guys, I am wondering: what direction is SDP+ version post 9.x going? Some things seem somewhat troubling: the past year there have been a number of announcements: Advanced System Tools from Servicedesk Plus - 19 days ago Introduction of Purchase Request - 1 month ago Servicedesk Plus UI Revamp: Request Module - 11 months ago Introduction of New Rich Text Editor - 7 months ago Time Spent by Technician - Group for Request - 1 year ago Option for technicians to mark tickets that they are currently
request print preview for requester
When I run a print preview of a request with the account of a requester I have the output shown in attachment, while when I use the account of a technician the report is correct. My version is the 8.2.0 Build 8214.
Special Characters in Business Rules
Aside from the comma "," is there any other special characters that cannot be used in the business rules matching text? I created a business rule that had a bunch of "*" in it that I wanted to match on but instead of filtering out only the intended message, it matched on everything that came in. The action was to close the ticket so everything that came in got closed. We are evaluating so it is not mission critical but I couldn't find any docs or comments on the forum that talked about special characters
Can't Delete/Edit Product Types
ServiceDesk comes prepopulated with several product types. I can't seem to edit certain aspects of these product types or delete them. For example, we don't inventory our racks because we have so few of them anyway. I want to delete that product type but the checkbox next to it is grayed out. Another example is UPS. We don't have the vast majority of our UPS units on the network so there is no reason for them to be tracked as an IT asset. I am unable to change it to a non-IT asset and I cannot
My Closed Changes
Hi can you advise how I see All my closed changes? when I select this option it doesnt show anything. thanks in advance Marcia
Best practices/suggested use for Changes
Does anyone have suggestions for the best way to use the change module in 9.x. We were doing just fine with the 8.x version but after upgrading last month my development team is really struggling. 1. The stage by stage approval with required comments. I'd love to turn off the requirement to add comments when approving a stage. Comments are only really needed when rejecting. Heck I'd love to turn off this feature totally as we don't use it. It's more complex than is needed for our team.
Deleted Technician is still showing in drop-down list (9.0 Build 9018)
Hi, I've deleted a technician but it is still showing in drop-down list and Dashboard. Anyone can help? I've start/stop DB, restarted SDP. But to no avail. The technician name is almost everywhere despite deleting it via UI.
Mail Settings
Since my company is more likely will not allow to enable the pop3 settings in Exchange - what did others have done to still use the auto create ticket from email feature? TIA princessissa
Eddit Request
Hi Dear how i can give permission to my technician to edit Resolution and add work log but dont have permission to edit the request how i can give him this permission and how i can creat this role? Best Regards
SERVICE DESK PLUS PASSWORDS RESETS
HELP HERE I have installed the Manage Engine Application successfully.However the following day, all the usernames and passwords i used for my users were said to be incorrect including the default administrator and guest.Please help me to configure the system so that it functions again
Business Rule Action - Change Field Font & Color
Is there a way to change to Font Size & Color based on a field's contents? Example: Field is Urgency, Values can be Low, Medium, High & Urgent. When the value is Urgent. I would like to change the font to Urgent. Thanks
Corrupt attachments
Hello we have a problem with some attachments. Although some files open correctly. Version 9018
Which to upgrade first - MYSQL to MSSQL(2008) or Version 8.123 to 8.207
Hi, as the subject line states, we are currently using MYSQL and are on version 8.123 I wish to upgrade to MSSQL, version 2008 fromMySQL. We tried this previously and the application stopped working. It would give us the "Opening Application Layer..........." error message, and would not progress any further. At the time, we reverted back to MySQL and continued on. (We hadn't any data on at this point, so just did a reinstall). I now wish to upgrade the product from Version 8.123 to the
Incident Template Categories
Hi All, I want to ask a question, Is it possible for us to configure/create templates with template categories / divide them according to Sites. Because right now I have 5 sites and I must create 5 different templates for just one form/case. Regards, Angga.
Incident Template Categories
Hi All, I want to ask a question about this picture Is it possible for us to configure/create templates with template categories / divide them according to Sites. Because right now I have 5 sites and I must create 5 different templates for just one form/case. Regards, Angga.
Consulting Services for SD Configuration
Has anyone in this group used a consulting service to configure\customize their ServiceDesk product? Our company is looking to build out a Service Catalog with custom forms and workflow for the requests. We also wanted to look at working integration between SD and third party applications, such as PeopleSoft. Thanks, Dave
Nested asset groups??
Is it possible to have nested asset groups? For example, I'd like to have one parent group called XYZ, and in that group have various other groups: workstations, printers, routers, AP's etc. Thanks Darrell
Module provided in the request is not supported
Hi, We are evaluating the use of the REST API. I have downloaded the Standard Edition and when I attempt to access the following URL: http://<myip>:8080/sdpapi/techician/?OPERATION_NAME=GET_ALL&TECHNICIAN_KEY=xyz The response is: <operation name="GET_ALL"> <result> <status> Failed </status> <message> Module provided in the request is not supported. </message> </result> </operation> It appears as though the API is available in the Standard Edition as per: http://www.manageengine.com/products/service-desk/sdp-editions.html
Is groupId unique across all sites or only within a single site?
Hi, I have noticed it is possible to send a URL of: http://10.10.2.52:8080/sdpapi/technician?OPERATION_NAME=GET_ALL&TECHNICIAN_KEY=XXX&INPUT_DATA=<Details><siteName></siteName><groupid>4</groupid></Details> i.e. without specifying a siteName. Does ServiceDesk plus use the same groupId for different sites? Or are they likely to be unique across the entire installation? For example: Melbourne hardware = 4 Melbourne software = 5 (Re-used group ids for different site) Perth hardware = 4 Perth software
Requester wants to see all requests in department
Hi, Is it possible to set so that a requester can see all requests from own department between all sites? I have tried to set view all for department but it only have impact on the department for the own site.
Mutlicustomer based setup
Hi, We are happy users of Servicedesk Pro for a couple of years now. We are building Servicedesk Pro up from scratch again to align it better with our business needs. One of our needs is a way to set it up for multible customers. What is the best approach to do so? We would like to set it up so that we can focus incomming incidents or servicerequests to users from customers. Do I need to use sites? Or groups? Secondly, those incomming incidents and requests need to be assigned to departments within
ServiceDesk AD Import - ignoring removed users
I'm importing users from various OU's in AD. After the first scan, I deleted unneeded users from Requesters. I have this automated to scan daily, and on future scans, these users are imported back as Requesters. Is there a way to tell the import to ignore previously removed users? I don't want to have to remove them from their current OU's. Thanks in advance Darrell Millar
Trash not emptying
Hi, We upgraded to 9016 at the weekend and have noticed that the trash feature has not automatically deleted the calls after 24 hours. Is this a bug or a setting we need to update to get it to work? Thanks MPServiceDesk
Change the Field name in forms
Hi, Is it possible to change the field names in the request form. For example, we want to change "Technician" to "Engineer". I know it's not doable through the front-end, but where can i change it in the code or the Database ? Thanks, Fadi
Helpdesk configuration
Hi, I have been assigned the task to setup a helpdesk tool for my organization, but presently I have decided on MESD, but the challenge here is that I don't know where to start from, I need to know what is needed from the organisation and the departments before I go on, I thought I could just start off with prior knowledge of workings but I realized it won't be possible , So am asking anyone out there with a document for starters for helpdesk configuration or something in that line
AD Users not able to authenticate
Dear, I am using a Standard version on ManageEngine Service Desk (for testing) and when I asked my enterprise users to login using their user credentials (AD authentication added), it is working for some users but it is giving invalid user name and password for few users. When I reset their password from SDP, its working for them but AD authentication is not working for some old users. I have checked that the Domain name is same for all and in CAPS, but still I have issue with some of the users with
how can i backup the whole system?
how can i backup the whole system?
Conducting an Inventory Audit
I am trying to figure out if there is a way to conduct an effective inventory audit. Specifically - I would like to be able to scan an asset using the barcode and then update within service desk the last time that asset was verified. Our Finance department will be conducting the inventory and are OK with the idea if using an excel spreadsheet and having me upload the last verified date. Can I upload a spreadsheet to modify assets that already exist in SD? Thanks -Joshua
Additional Fields - Field Size
When adding additional fields to the Incident Request form is it possible to edit the size of the field? I have one field that is only one character in size but when you add the field to the form the field size is very large and takes up to much room
Change Database for Service Desk Plus 9 test environment
Good afternoon, I was wondering if you could point me to some documentation which would tell me how to point to a different database in servicedesk plus v9 We are getting ready to set up a test environment and want to import over a couple of databases to make sure our changes are going to work. Can you assist? Thanks
When submitting ticket, Technician randomly changes if the request is associated with a service group
Whenever someone submits a ticket and designates a specific service group for the ticket, they can still assign whatever technician they want to. The problem is that, even if they select a technician, the system will automatically change the technician to someone else. I could be inputting a retroactive ticket for an issue I solved, but when I assign the ticket to myself -- it will enter the system as another technician.
Reply Templates
Hi There, In every reply template I create, SDP inserts multiple line spaces when I send it no matter how I format it. Can you please advise why this happens and when it will be fixed? Ive included an example below. Your Version : 8.2.0 Build 8210 Saved Template Dear John, This is a test this is a test this is a test this is a test this is a test this is a test this is a test this is a test this is a test this is a test this is a test this is a test this is a test. This is a test this is a test this
Why is every incident/issue associated with a computer/asset?
We were looking at some of our assets (moving them from In Use to In Store) and noticed all of them were associated with incidents. Many of these incidents had nothing to do with the actual computer--maybe a very small handful. Almost all of them were related to the user (unable to print, can't connect to Exchange, issue with Citrix, etc.). I'm just curious why each computer is associated with a ticket automatically. It seems like it would be something you would include if the ticket actually affected
Notification rules / case workflow
I'm new to ManageEngine and am managing a group of about 10. I'd like to know if it's possible to do the following workflow with ManageEngine; it isn't clear how you could program it to behave in this way. 1. New ticket generated - notify ALL techs on ALL teams 2. Ticket assigned by Helpdesk to a TEAM; notify team, and myself, and originator 3. Ticket assigned to technician; notify tech and myself and originator 4. Email updates or work logs, perhaps even notes; notify tech and myself
Configure with CC
Hi, Is it possible to configure so that all mail with cc only picks the support address and place rest of the addresses in notify field when a request comes in via mail?
Emailing Requesters
I have a few people who make requests and do not wish to receive email updates. Is there anyway that I can disable it for these few requesters. Regards George
Self Service Portal - Close request
Is there a way in the self service portal for users to close a request?
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