Reply to Notification creates a new request
Reply to Notification creates a new request. If you send a notification to someone ie. a technician for them to fill in a section or for information and they receive the email and click on reply it sends an email to ServiceDesk and ServiceDesk creates a new ticket based on the email.
Use rich text editor in more fields
The Project Description field uses the rich text editor. Request the same in: Project comment Task description Task comment We want to link from ServiceDesk Plus as a project management tool to project artifacts that available via HTTP URLs. If we put URLs as text in there is hard to read and isn't hyperlinked. Thanks, Tom.
How to move templates from a test server to the live environment.
I have a group of new templates on a test server and want to move the to the live environment. I only want to move the templates. How can this be done?
Adding Specialist
Hello, Please help: When adding a specialist error appears.
"An error has occurred. Reload page. If the problem still occurs, contact support" Screenshots in attachment. Thanks.
Reports - Advanced Filtering - Notes and Conversation
Is there a plan to enhance the Advanced Filtering of the Reports module to include: Notes and Conversation?
Document Management Workflow - Possible ?
I have a document that I need groups of users on a number of different sites to sign - The document has been loaded into CMDB for version control etc Is there a workflow I can instigate in SDP for this to work something like 1 - Ticket logged - form goes to user 2 - User Confirms sign off - custom field 3 - Notifies designated manager for approval 4 - On approval - ticket closed or returned to SD team for closure Thanks in advance for any ideas on this
Updating an existing F&FR
Noticed today when trying to copy an updated Rule to another template, the message received is misleading --> green messaging when task was not completed: This leads to my second question. - I created a rule and copied it to all our templates. Today I went to make an update to this rule and tried re-copying it again to the rest of the templates. What's the best way to do this without having to rename the rule, copy it again to every template, and then delete the old rule across all templates?
Creating dashboards
Hello - I have created a dashboard and would now like to add reports I have made to this.
Plan for adding another layer of authentication - FIDO2, U2F, Smart card, and OTP
Is there a plan to further secure logins of technician using any of these technologies - FIDO2, U2F, Smart card, and OTP?
Lexmark Printer SNMP Serial Number
Checking the forums i've come across a number of posts relating to SDP not picking up Lexmark printer serial numbers, does anyone have a solution other than raising a ticket? I've added the below line into \server\default\conf\SnmpConfigurations.xml <SnmpConfiguration devicetype="Printer" vendor="Lexmark" attribute="SerialNo" oid=".1.3.6.1.4.1.641.2.1.2.1.6" /> The below link details the OID info http://oid-info.com/get/1.3.6.1.4.1.641.2.1.2.1.6
Protecting ManageEngine, ServiceDesk Plus site with certification authentication or second factor authentication
We run ServiceDesk Plus on our local network, but would love to access it from the outside without the need for VPN. Because there's some moderately sensitive information in the tool, I want to protect it with more than just usernames and passwords. Has anyone had an experience with locking it down further? I see two options: 1. Requiring a client SSL certificate to be installed; this would lock it down to specific machines with that SSL certificate. 2. Using some sort of two factor authentication.
How to automatically add an asset to an incident or change?
When creating an incident can you have a specific asset added automatically, triggered by the category or in a template or created from a business rule?
Change template: Disable field Created Time
Hello Support. We have ServiceDesk Plus v10506 on Windows Server 2012 R2 with MSSQL 2014 In our Change template, we have configured the rule to disable the "Created time" field for all users. This rule works when a new change is created or when it is edited from the "Edit" button (works perfectly). But, it is not working when we edit the change directly from the form. The form is allowing to modify the "Created time" field. We want all users not to be able to modify the "Created time" field. How
Due By Date Update using REST API
I have successfully created EDIT requests with the API that change fields like description, requester, status etc. however, I want to update a tickets Due by Date as well. I have it working perfectly on the test SDPlus that we have set up but when I attempt to update on prod, the ticket says it was updated but the date does not change. Here is my request: OPERATION_NAME=EDIT_REQUEST&format=xml TECHNICIAN_KEY:XXXXXXXXXXXX &INPUT_DATA= <Operation> <Details> <DUEBYTIME>10 JUL 2019, 12:00:00</DUEBYTIME>
Task Title Script
When using the script found here: https://pitstop.manageengine.com/portal/kb/articles/how-to-populate-request-details-on-associated-tasks I am getting this error: Traceback (most recent call last): File "taskupdate.py", line 24, in reqID = requestObj["WORKORDERID"] KeyError: 'WORKORDERID'
IT analytics in 90 seconds: Boost ROI by tracking the life cycle of help desk assets
Discover cost-effective ways to manage your assets, and increase ROI by tracking your assets' life cycles with Analytics Plus reports. If you're not already using Analytics Plus, download your free 30-day trial today.
[SOLVED] Software Report by Software name
Hi Team, I'm trying to put a report together than lists workstation name, user, last logged in user, warranty expiry and OS where software from a specific manufacturer is installed e.g. SoftwareManufacturer like %adobe% Can someone please assist? We are on 9.4 Build 9417 PostgreSQL Thanks, Aaron.
VIP Report
Hello, I need to run a report on which requester's are VIP's. We are running a PostGreSQL server. Thank you
Query Report with formatted Sections
Hello, I am trying to create a report that has Requester details at the top, followed by request details, asset details, task details, and finally resolution. I was hoping for it to look something like: -Requester Details -Request Details -Asset Details -Task Details -task 1 -task 2 -task 3 -etc -Resolution
Issue migrate build 9121 to 9200
Hi everybody, I have an issue when I want to migrate the build 9121 to the build 9200. I got this message on the cmd pop-up and after rebooting the workstation. I got HTTP not found when I want to connect to my dashboard. Many thanks for your help. Regards, Denis
Custom notifications by approver & attachments in approval screen
Hi all, just setting up a new user SR templated and have a couple questions; 1. is there any way to customize approval notifications based on the approver as setup in the workflow for the service catalog template. e.g. workflow approval; %reporting_to% %bu_manager% (dept role) %po_raiser% (dept role) I want to sent %po_raiser% a different approval email to the one setup in the global notification settings. 2. Is there any way to allow an approver to attach documents when approving the request.
need release 10011
hi there ! my service desk bup is in version 10011, i need to restore it but i couldnt find 10011 on the following address: http://archives.manageengine.com/service-desk/?C=M;O=D please help me?
Self Service Portal-add url widgets
Hi I would like to add the request catalog page to the homepage of self service portal so user can see it every time he logs in. But when I put the catalog's url in web address when i add a widget it shows a blank page. Any suggestion on that? Best Regards Kevin
Service Desk PLus - Service Request History Tab viewable to all - Not just Technicians,
I would like to see the History tab in Service Desk Plus be viewable to Requestors as well as Technicians. Right now only the technician can view the history tab. Requestors cannot see this and therefore cannot get what steps were taken to resolve or complete a Service Request other than it was completed or closed by the technician assigned to it. Thanks!
Single Sign On still prompts for username/password
I have SSO enabled on ServiceDesk Plus. I created the AD computer account and set the password. When you navigate to the URL of the work order system, it no longer goes to the webpage that asks for the username and password but instead it pops up a dialog requesting the username and password of the user. I would like for the work order system to detect the logged in user and automatically log the user into the work order system. Any help would be appreciated.
Survey Email Tempate: 3000 character limit
We're trying to migrate our surveys to Production and ran in to this error when copying body contents from our Test server. Same version on both (10017), same email body content:
How TO: change datetime settings by default
How can I change datetime settings by default? By now, the default format is: MON DD, YYYY TIME PM Need DD.MM.YYYY HH:MM 24HR SDP 9014
Allow more conditions for custom trigger actions
ServiceDesk Plus custom trigger actions allow to be configured under several conditions as of v9.4 build 9406: It would be very useful to allow some more common events on Requests: When a Request is Deleted When a Request is Merged Thanks!
[Free webinar] Save big with advanced analytics for ServiceDesk Plus asset management
Hello folks! We are happy to bring you our next webinar on how to save big with advanced analytics for ServiceDesk Plus asset management. Date: July 25, 2019 Time: 2pm AEST | 10am GMT | 10am PDT Agenda Organizations divert a major share of their IT budgets towards purchasing hardware and software assets, so it's important that asset managers make the right purchase decisions, and ensure that assets, once purchased, are utilized to their fullest potential. During the webinar, we'll discuss all the
How Can I do, Change Area Send E-Mail or New Ticket
Hi everybody, We have a required setting, New service catalog template created for HR and add new area Label Name "VPN" on service catalog. Add values "Install" or "Uninstall" for listbox. if "Install" value selected how can i do new ticket open other service catalog and linked view or send e-mail.
Migrate 9044 to 10501
We have the service desk plus in version 9044. I thought about creating a parallel environment by cloning the server and data database, and in this environment will be updating the application packs (to 10501). Being all up-to-date and tested, just do the pointing to the production database. doubt: When we update the application, is the database also updated (structure and tables)? If so, this strategy would not work ... If it is not, could I simply install a new application and point to the database
How can I hide Solution topics from requesters
Hi, Currently end users via the portal, can see all Solution topics, even if the solutions are hidden from requesters. How do I make it so that requesters can only see solutions at the portal, if there are solutions available to them?
[SDF-61379] Trash bin for tasks
Our technicians would like to have an option to restore deleted tasks. While there is a trash bin for requests, it does not look like there is a trash bin for individual tasks. Can you please add this feature?
Postgress High CPU
Hi all, After an upgrade to 10.5 10501 the postgress process is using 100% of one CPU / Core ...so with 4 cores is sitting at 25% usage all the time ! Any ideas / thoughts ? Rob
New Features List from previous version to current
Hi, I have an idea to share to Technicians the new/added features of the current version from the v9.4 and should be posted as Announcement. Is there any list of new features ready on-hand which is purely related to ServiceDesk? I'm aware of this What's new in ServiceDesk Plus but hoping there is a summarise version of it. Cheers!
Cannot send multiline notes/conversations with API
I'm using a couple of scripts to automate a workflow we are using. The workflow is as follows : A user requests access to a certain system, He or she has to fill in 2 fields, 1 dropdown and 1 multiline. Both are custom fields. Upon submitting the request, SDP asks for an approval to the user's manager. Depending on getting an approval or not, SDP sends an email to the department that grants the access or sends a mail to the user that the approval is denied and in both cases it adds a note with the
Where are the logs while updating to 9400
Hello everyone, we're trying to update from 9326 to 10007 and got some issues. The update from 9326 to 9335 was without problems. But from 9335 to 9400 has some issues. Is stops with the error "backup failed", and we don't know why. Running the manual backup. Can you give me some hints where possible logs could be saved? We're running ServiceDesk Plus on a Windows 2008 R2 server. Thanks in advance!
Masterclass – Software asset management: One app for all the other apps - session 4 June 19th
Hi folks, We had hosted a webinar June 19th on Software asset management: One app for all the other apps using ServiceDesk Plus, the third session of our Masterclass series. We have talked about how you can use Service Desk Plus to: Scan for IT assets and get the required information Inventory and classify software Manage different types of licenses Decommission and reconcile licenses Get real-time information required for compliance audits Using examples, we have demonstrated how to get answers
Unable to enable Ldap authentication
I generated a certificate for both of our domain controllers using lincert. I added both of our domain controllers under the ldap tab using secure ldap over port 636. When I save both configurations it saves successfully. Issue # 1: I tried importing users, however, the import users message just spins endlessly, however, it does import some of our users, but not all. Issue # 2: When I try to enable ldap authentication I receive an error message: Could not enable LDAP Authentication. Ensure
A Change cannot be saved if one of the Implementers (Change role) has been removed as Technician/Requester
One of the roles in one of the Change Templates is Implementer. When setting up the template one chooses the Technicians who are allowed to perform the required action (it would be great to set this up as a group). When an employee leaves the organisation and the Technician license is taken from that person he/she is still in the Implementer role in the Change Template. That in itself is not a problem but what we encountered was that users are unable to save that Change Template, an error occurs:
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