Facing two issue in service desk plus version 8.1.0 Build 8107
Problem 1: I am unable to take schedule backup since a month i just notice today that backup is not created ... As it was working fine earlier. Problem 2: My resolved request not automatically closed after 2 days as it was closed earlier after 2 days. waiting for your reply. Regards MAJ
How to remove the service field in service catalog
Hello, We are using servicedesk plus 8.2. In Admin->Service Catalog->Email to test the ADD NEW FIELD,i added one field named as 1. I was able to remove from the service preview(Right side) but the field 1 appearing in the service fields(left side) of form designer. Is there any way to remove that field 1 from the service Fields permanently? Regards, Rajeshkumar Srinivasan.
SDP Import EmployeeID from AD
Hello to all, is it possible to import EmployeeID from AD automatically? At this time, we use a CSV file to import in SDP 7.6 but I know that in SDP 8.0 is possible to import additional fields from AD. EmployeeID is a SDP application field and I dont see any way to import like Title, email, etc. Thanks in advance.
Manager Notifications - Service Desk Plus
Hi, this might be a stupid question but does anyone know if it is possible to configure a notification to be sent to department/site managers on creation of a new ticket? We have several managers who are very "hands-on" and like to keep tabs on tickets when they are raised. I can see how we can notify technicians using business rules, but no way to do this for requestors...
Configure external access!
I wonder what should I do so that applicants from outside of my network possão ultilizar aa web interface from other locations
CC not provided - Error when reply on "Your request has been logged with request id...."
Hi, there seems to be a bug in the latest version when answering via email to a ticket lodgement confirmation. The system adds in the CC field "not provided" and you have to manually delete it to be able to response to a ticket. Steps to reproduce this error: 1) Send a email to the "Service Desk Email Address" e.g. support@yourdomain.com 2) Wait for the confirmation mail "Your request has been logged with request id #1234" 3) Reply to the confirmation mail of above and send it 4) Login to the the
retrieve user password
How a user can retrieve the password to access the call?
Scheduler: "Move requests to unassigned state" not working
In Scheduler, Technicial can set Backup Technician assignment rule for upcoming requests during his Leave. However, the "Move requests to unassigned state." doen't stick. You can set it, hit Save and get a Process completed succesfully -message, but the value doesn't actually get set and remains in the original setting if viewed again. Regards lakend
Rest Api issue GET_REQUESTS
Hi, Could you send me examples of how to refine the search by using the "GET_REQUESTS" operation? as would be the XML with the following filters: Open_User, Pending_Approval. I used: <Operation> <details> <from> 0 </ from> <Limit> 50 </ limit> <filterby> <Open_User> API </ Open_User> </ filterby> </ Details> </ Operation>
Cannot delete a category
I am attempting to delete a category but receive the following error message when I do: Category is being used by a module. Hence cannot delete it from database. But it has been marked for no further usage.
Multi Domain Support authorization
Give an example of setting subj I configured ldap connection domain1 and domain2 and imported user accounts I could not configure authorization from both domains work authorization only one domain host os centos 6.4 SD + 8.2.0 Build 8217
Device Serial Numbes missing
Hi, We are trying to add Brocade FCX switches to our IT Assets, but after the scan/discovery a lot of information is missing, mainly the serial number of the device which is the most important field. Is there a way to fix it, i know the OID for it, can we add that OID to ServiceDesk to get this info? TIA ~Mani
Automating Document Requests in ServiceDesk Plus
This customer request had me scratching my head for a bit but I suggested the following approach to help solve it. This particular client is constantly being asked by users for details of how to locate key company documents, such as the latest terms and conditions for example. As they were the person 'in the know' they were constantly being bugged to provide the information (yes I'm afraid users can't be bothered to look back over their email queue - shocking!). As a result the client was looking
Implementing SSO without using the script to create an AD Computer Account
Hi, We are in the process of implementing ManageEngine Service Desk Plus in our organization. Our company is part of a group and our Active Directory is managed by our Corporate IT. We have sent them the script provided to us by our local supplier that we are supposed to execute on our AD to enable SSO for ServiceDesk plus. Unfortunately, our Corporate Windows Admin and our Security team does not allow executing any script on our AD. With this, we wanted to find out if there is another way
Mail fetching email command
The E-mail Command is not working. Every email is being fetched, but i only want " E-mail Subject contains" "@test@" but that doesn't work, am i doing something wrong?
Business rule to reply to requester
My Help Desk is having a problem with after-hour support. We have on-call for phones, but not emails to the Help Desk. I am trying to set up a customized reply email to the users if they email the Help Desk outside of normal business hours. I am very close to this through the business rules, however the email templates only can go to the technician, not the user. We do not have access to the Exchange Server to create an automated rule, and I cannot have an Outlook rule run local on the client.
can't scan ESXi 5.5 host
Hi there, SDP Version: 8.2.0 Build 8215 As the subject says. I've confirmed that the ESXi server can be accessed via SSH (port 22). It's also accessible via vSphere client. Accessing its https://ipaddress shows the usual ESXi welcome page. In SDP, I've created 2 credentials, same username/password but different protocol: Telnet/SSH VMware Upon scanning the server via Workstation Scan, the following error shows up when using both credential were used (device type set as VMware and then Linux, Mac,
Scheduled import?
Is there any way to schedule import of users in SDP? I have a script which exports account from AD and "patches" some fields for my own needs. I do not want manually import (with setting all the mappings) requesters from "patched" .csv after registering every new user account and running my script.I need SDP to lookup in specified folder once a day and import .csv from here. All the columns in my csv are named according filed names in "Customize mappings" interface.
Customize description box in incident request
Dear Forum, Is there a way to customize the description box in the incident forums. For example adding checklists or drop-down lists to ease the description of tickets. any ideas would be greatly appreciated.
ServiceDesk Email Commands: setting a date/time request field
Hi im trying to set custom fields as i open ticket via Email Commands. It works but i don't know which format should i use for date/time fields. I tried both of these with no results: 29 Jan 2014, 16:29:00 Jan 29, 2014 12:53:21 PM What is the right format to be used? Thank you
Editing the Self Service Portal
Is there a way to have the self service portal land on the "Requests" page? There are actually a few changes I'd like to make but I'm not sure how to go about it. I'd like to do the following for the SSP: Remove the right side banner regarding how to use the portal Point the "Submit a Request" link on the Home tab to the Requests screen. I want my users to use the New Request button to submit a ticket rather than using the service categories Show a list of pending tickets on the home screen (is this
Requests layout
Hi, Currently evaluating the software to ensure it can do what we need it to do, so far so good. One niggle i would like a solution for is the display of the requests section. Can this be seperated into a folder like structure with this groups? So for example having a France group folder, all tickets to that support group go in there, i have attached an image of what we currently use on our helpdesk system (which we are looking to mofve away from, hence me trying your product). We would like it to
Quick Actions
Hello, After Upgrating Service Desk Plus 8217 in tab Quick Actions the screen is cut,These happens only in IE8, in other browser is ok.But my company uses mostly IE8 Can we fix it. P.S How can i remove Notifications bell Thnx for your help
Double signature on reply template
Hi, after upgrading 8213 I entered in the "notification rules" - "email template for:" - "replyng to a request" the field $ EmailSignature and everything works correctly when I reply to an email that I get. But when I want to answer using a "reply template" I have the signature double. Thanks Daniel
Change CI details field
Hello, We want to add to Servicedesk CMDB link to a Web page in another system. How is it possible to change the field mapping CI details on another page? Or even be a hyperlink?
Asset Management
Have a question on how to handle repurposing of assets. We have a workstation in our assets that was named and shows in our asset list. We re-imaged and renamed device but it does not show up in the asset list after a scan. The old device is still listed. To keep assets consistant and up to date, I guess I was under the impression that during a scan it would clean up or change the device to the new information. So do we need to delete the old device in order for the scan to insert the new repurposed
Questions
Hi, I am trialling the software and so far so good, i have a couple of questions that i need to figure out if anybody can help? Can the software monitor more than 1 mailbox? We have a mailbox for each country we support (obviously we can set these to forward if it can only monitor 1 mailbox). What we need though is for the automatic replies (thanks for the request, your ticket number is ### etc) to go out in different languages. So for example, if somebody logs a request to the France mailbox, the
Best Practices for exposing SDP web site to the enterprise (Internally and Externally)
Is there any documentation or recommendations for Best Practices for exposing SDP web site to the enterprise (Internally and Externally)?
ServiceDesk Plus Integration with Asterisk
ServiceDesk Plus can be integrated with the Asterisk telephone plant?
Layout dropdown menu issue [russian lang]
Hello We have problems with layout dropdown menu when selected Russian language. Left part of the menu does not have the background. How to fix styles? version 8.2.0 build 8216, browsers IE9 and Chrome 27
Query Report keeps giving errors
Dear MSP, I'm having some issues with making my custom query. I only wanted to add the requester and the resolution, though I keep getting errors, while only adding the requester. So here's my code: SELECT wo.WORKORDERID "Request ID",wo.title"Subject",aau.FIRST_NAME "Requester",wof.UDF_LONG1 "Time spent (m)",longtodate(wo.CREATEDTIME) "Created Time",longtodate(wo.COMPLETEDTIME) "Completed Time",acd.ORG_NAME "Account",aci.fax"KLANT NUMMER" FROM WorkOrder wo LEFT JOIN WorkOrderToDescription wotodesc
Software using statistics in MESD+
Hello! Is it possible to implement software using statistics in ManageEngine ServiceDesk Plus? I mean. for exmple, how much time certain software have been working during the day, or how many times was started.
Project Management - Task Notifications
Hi, I have created a new project with a number of milestones and tasks assigned to technicians. Is there a way that when a 'Task' has been updated or closed that it can email the 'Milestone Owner'? I cannot seem to find an option to do this. Also, is there a way of sending an email to the technician assigned the task to notify them that a task has been assigned to them? Thanks Andrew
Awaits approval in My Request Area
Hi, I created a service request and configured 2 stage approval workflow. After creating a new request by the user, the Awaits approval section displayed 1. But when the first approver approved the the request then Awaits approval section for the requester changed to zero (second approver has not completed his approval) Why this is happening?
release date for 9.0?
Hi , just wondering if anyone knows a defined release date for 9.0 ? I need the change management upgrade thanks Russ
NoSuchUserAccountException after install
I've just installed ServiceDesk Plus, and when I try to login initially, using administrator/administrator, like the "Admin Guide" says, it keeps saying "Username or Password is incorrect". In the serverout log file, I get: [18:12:53:859]|[06-05-2006]|[com.adventnet.authentication.internal.WebClientAuthenticationManager]|[INFO]|[15]|: authenticating user : administrator| [18:12:54:379]|[06-05-2006]|[com.adventnet.authentication.PAM]|[WARNING]|[15]|: NoSuchUserAccountException occured with message
SQL Report for Scan Failures
Hello, I'm looking to run a report to find the date for the last successful scan for each of the workstations on our network. If someone could help me out with this it would be much appreciated. Thanks Paul
How do you assign to a group
I want to be able to use the portal to create a ticket to a specific group of technicians. This, i think i can complete by setting the default in the template or using a rule. What i can't do it make it assign to the group of techs. So when the tech logs in they don't have it in their list. Please advise.
changeDBServer not work
Hi, changeDBServer did not work. I am run changeDBServer on the command prompt and receive message "Error occurred during initialization of VM java/lang/NoClassDefFoundError: java/lang/Object"
Pass-through Authentication
New here, Really sorry and this might seem simple but we have no idea what our settings should be for this feature (using free version) Adding a Computer account for this? Computer accounts don't have passwords so why ask for one. Can someone help me set it up (Windows 2003 R2 DC)
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