[SDF - 84265] Requests Color Settings
Hi Community, We'd like to use the color settings in the requests tab to differiate between two different things: - Group is not assigned = red - Group is assigned but no technician = orange The first term is working without any problems, but we can't configure the second. It is also looks like it's not possible to use two different terms together, as you can only differiate between the same terms - for an example you can't use the following color scheme: - Group is not assigned = red - Status is
CSV file to import assets
Dear All can you please share the CSV file to import assets. Regards
Failed to assign technician
I'm seeing something really weird here and I can't find any commonality. Occasionally, a ticket will simply fail to assign a technician. Here's an example. This is the ticket as it exists. I click on technician to assign it. Click the check mark to save it. I get the pop up that says it updated But the ticket remains unassigned: Help.
What's the value of Business View in CMDB?
We just upgraded to the latest build of SDP and I discovered Business View in CMDB. How does it work? What value your organization got from this feature?
ServiceDesk plus - Custom script
Hi, In the ServiceCatalogue you when you choose "Form and Fields" , is it possible to write a custom script that add a the requester to a Active Directory group when the form is submitted? kr Thomas
Are any ManageEngine products (like ServicedeskPlus) vulnerable to recent "Ghostcat" exploit?
i see referenced in this previous post https://pitstop.manageengine.com/portal/community/topic/java-standalone-application-any-servler-container-like-apache-tomcat-behind that some manageengine products are based on Apache Tomcat. given the most recent "ghostcat" exploit that was discovered, what is the eta for updates to use a version of tomcat which has this patched? Exploit details: https://www.cisecurity.org/advisory/a-vulnerability-in-apache-tomcat-could-allow-for-arbitrary-file-reading-cve-2020-1938_2020-028/
SDP 11.1 / site change by user mail
Hi Can I automatically change the site by mail domain for new users? ex: if a@name.com then the site is "NAME"
Form Rules on emailed Incidents
Can Field and Form rules run off of Incidents that are mailed in? We're trying to set it up so incidents that are emailed in with a certain subject and sender are sent to the proper group with the correct category set. But the variations of field rules I've tried don't seem to do anything at all on incidents that are emailed in. That's why I'd like to know if they can even run on emailed in request or if they can only run on request made while in ServiceDesk.
[SDF-47403] Change Templates - Pre-populated Tasks
Is there a way to configure pre-populated tasks for your change template? Much like you can do in the Request Template under the request workflow? We have recurring system changes to document but do not want to re-create the same tasks everytime the change is created.
Python script for updating tasks
HI I have followed the instructions for installing this python script from this forum https://resources.manageengine.com/resources/resource/python-populate-request-details-in-task-title-and-task-description However, when it executes at point of creation I get the message "No tasks to update" I have 3 tasks within the template & a variety of fields in different formats, surrounded by different delimiters (in case I had missed something) but still get the same error. What am I overlooking here? (I
Waiting for Approval - status is changed to On Hold... How do I turn that off?
I am having the hardest time finding this. I could've sworn I could turn this setting off... I'm trying to turn off the setting that when you send something out for approval, the status automatically goes to On Hold... I can't seem to find how to do that, or if you can even turn it off... Thanks!
[SOLVED] API v3 Field and Form Rules Script to get User Additional Field
We are working towards migrating our production environment up to build 11104 from 10513, and in doing so we will need to replace many of our scripts. One such script is a Field and Form rule to get a requester's room number and enter it into a field on the incident template. The room number is defined as a User Additional Field. Any assistance with this would be appreciated.
Spam filter not working for description field
Hi, In 10514 the spam filter for the description field criteria seems to be broken. I saw this fix in your portal: https://pitstop.manageengine.com/portal/kb/articles/spam-filter-not-working-for-description-criteria It says that it's compatible with 11001, but can it be modified to work with 10514 also? Thanks
Dashboard Widgets broken?
I've got a couple of the canned dashboard widgets that have stopped displaying information. Here is a screen shot: Any ideas?
Allow Non-login users to view solutions
this setting "Allow Non-login users to view solutions" dosenot works on servicedesk 1110.5
Giá của máy tính để bàn hiện nay là bao nhiêu?
Hiện nay, việc trang bị cho mình một chiếc máy tính để học là vô cùng cần thiết. Trong đó không thể không kể sản phẩm để phục vụ cho việc học công nghệ thông tin như máy tính để bàn trọn bộ. Vậy làm thế nào để có thể tìm được địa chỉ bán uy tín máy bàn
Report Error on Run
We're running into an issue with specific reports when using the Scheduled Start Time variable. We reported it already (Ticket #: 5919930) but have not received a response yet. If I removed the Scheduled Start time from the report, it runs. If I add the variable and try again I get a "Sorry an error has occurred" message.
Unable to Edit Service Catalog Templates
We are on 11.1 Build 11100, MSSQL. Today I ran into an issue where templates in ServiceCatalog could not be edited. Specific issues below. - If I opened up a field I would not be able to edit any other field of the same type (example: single line) until I closed the template and reopened it. - Selecting the options "Requester can Set" & "Requester can View" only worked some of the time. Most times that change would not even save so the field would not show up under Requester view. - If trying to
Can I upgrade SD plus from B# 10512 direct to B# 11000?
Can I upgrade SD plus from B# 10512 direct to B# 11000? " Migrate from Build 10513, 10514 to 11000 Migrate from Build 11000, 11001, ... 11010 to 11100 Migrate from Build 11100, ... 11104 to 11105 "
[SDF-66047] Custom view in Requester login
Hi Team, How to create a custom view in requester login. Regards, Karthikeyan R
[SDF-64464] First Response - Set to complete on notification
Hi there, We have the below notification enabled, When this notification is triggered is there a way completing the first response SLA? For our organisation this means that a technician has taken ownership of the ticket and will be working towards a resolution. Thanks, Dave
SDP Mobile App - Questions
Hi, I'm testing the IOS mobile app for SDP before implementing it in my organization and have some questions. - When creating a new request, I can't find out how to select Group. There's only a choice for Site. Is there a setting to enable this (without first having to create the request and then go back and edit it afterwards)? - The request can be created without entering information in mandatory fields and field and form rules does not work. Is this correct? - If the above is true, the mobile
[SDF - 38213]Request List Filter
Good afternoon. How to limit the list of filters for a specific specialist? Create your own filter, and remove the rest !?
[SDF - 85270] Resolution Attachments
HI, would it be possible to set the attachments in the Resolution as mandatory?
Software Asset: Floating license
Hi What of the following type of license can i use to create a floating licence asset? thanks Stefano
REST API: API authentication using loginName/pass to get Technician Key to ServiceDesk Plus
Hi, I'm trying to integrate with the API using the credentials to get the tecnician key to make requests. Does someone have a sample request? I searched the API docs but couldn't find anything. Thanks!
Requests caused due to this Change - Data Retrieval
Hi, 1. In CRs there is an option to link incidents which was caused by implementing the CR. Screenshot attached. 2. Can you pl let know how do we obtain report of such CRs. This would give a direct report of bad CRs whihc has been executed over a period of time/ for specific function. Regards Karthikeyan
Custom Reports for ServiceDesk Plus - Tracking Request Status
We found a post on the forums recently for someone looking for a report to track the time a request is in any given status. It certainly piqued our interest, especially after being told it couldn't be done after all .... The basic premise seems straightforward enough as all the information is contained in the history tab of a request in ManageEngine ServiceDesk Plus - a copy of the result they were looking to achieve describes the required information nicely: The key challenge here relates to the
Random Logoffs (Invalid Technician Key)
We have noticed since our upgrade from v10 to v11 that technicians are getting randomly booted from SD+. Intermittently they will see a red bar saying "Invalid Technician key" which then kicks them out of the system. There are no error messages in the System Log Viewer and there doesn't appear to be any sequence of events to trigger it. No GPO's in place that would erase temp browser cookies and no other security settings are configured within SD+. v11004 mssql
Can requesters resolve and close their own request?
Hi there, SDP 8.1.0 Build 8123 As the subject says. Can a requester close his/her own request and/or possibly add the resolution as well without involving the technician? I can't seem to find such option in requester view. Thank you for the advice.
Steps to secure MSSQL database connection
Hello folks, This post explains you the steps that need to be followed to secure the database connection in ServiceDesk Plus. How to connect secure MS SQL Server? Summary of Steps: 1. Create SSL certificate 2. Import the SSL certificate to SDP setup. 3. Enable SSL Encryption in SQL Server Step 1 & 2: To start this process, we need to create an "SSL Certificate" it could be either self-signed or third party certificate. Do follow the below steps in MS
[SD-84327] Issue with backup going from 08 to ver 10
Hi there, we are trying to update to the latest version 10 but when we try to do a backup it fails, we are on 08 and never had an issue before, screenshot attached.
[SOLVED] Removing automatic assignement of a users asset to a request
Hi Community, We just switched over from our old Ticketing-System to the Requests Module in SDP. As of right now, as soons as a request is generated through mail or manually, the asset assigned to the Requester is added to the ticket. As not all requests are related to an asset (such as file permissions) we'd like to change it so we have to manually add the asset if needed, not the other way around. is there a setting to change that? Thanks for the help! Best Regards, Patrik
[SDF-47555] Bulk Import Sites & Sites Details via csv
Bulk Import Sites & Sites Details via csv
Unable to reach from Office 365 Account to Desktop Central.
We have Manage Engine ServiceDesk Plus 9425 Version. We have already migrated out Helpdesk email account to Azure Office 365. When we are trying to connect that account with on-premises Helpdesk. It is failing. Do I need to update something on HD?
Confidential information storage in ServiceDesk
What is the best experience for logging information into a ServiceDesk software? Somehow Where can I insert and keep my password,username and configuration codes Softwares/Servers/VMs/ Switchs/Routers ,...in the ServiceDesk ?
Merge Users
While merge users this Error appears in csv file (userMerge_603_failure_158253796.csv): "No rows found for the table ProjectRoles in this DataObject "
Hide Unassigned tickets from staff not in support Groups
Hi We are having a bit of frustration with unassigned tickets that are not in the same support groups from other people. We only want to show unassigned tickets to those staff in the support groups that the ticket is in. We use business logic to send tickets to various support groups, but everyone can see them until they are picked up. Is this possible?
How to take away Category and subcatergory
Hi When a user logs into the portal and selects new incident. I need a way to remove catergory and subcatergory so the user can see them. I still want to use them on each incident but just not put in the users control or vision. Dave
How to setup ServiceDesk Plus to be accessed via the Internet
Hey Our ManageEngine ServiceDesk Plus has been setup on our cloud server and our users can access it locally while at the office. We now want to set it up so our users can access it from outside of the office/home and we are not too sure how to set this up. Is there a manual or setup guide you guys can recommend on how to get this ball rolling. Regards. Nathan
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