Remove a CC from a HD request that came in via email.
Greetings, Is there some way of removing a CC from a request in SDP when the request comes in and is created via an email? Seems our users have a habit of including our email addresses as CCs when they email our helpdesk system. Thanks, Steven Klepzig
Deleting Support Groups
Is there anyone using ServiceDesk Plus who has worked out how to move requests to new support groups so that the old ones can be deleted? If anyone has done this I am interested in the SQL queries or at least the tables involved. Regards Jeff Willson
Task closure - Field and Form Rules
Hi, Is there a way to use a field and form rule with a task rather than a request? When you create an request template you have the option to apply rules, but I can't see an equivalent within a task template? The reason behind this, in case there is another way, is to make it so only a specific user can shut down a certain type of task. So if the task was 'Send paperwork to person x', then only person x would be able to close the task. Thanks, Your Version : 9.1 Build 9112
Custom Actions
Hi All, I want to create some custom triggers for ServiceDesk, but I have no idea where to start. I know were to set them up, and I understand that part. However I do not know what format the script should be. I am no java dev so I am not sure if I should create a .vbs script which I then call from the .bat file or write the action in the .bat file. I am also not sure what "language" I should use. Do I use the standard API to perform the desired actions or is there another format for the
Failover feature
Hello, In SDP documentation I've found that SeviceDesk Plus supports FO configuration, but it's unclear why we can use Microsoft Failover Cluster. Is there any cons/pros, what is the best approach? The idea is to put MS SQL and SDP App on two node cluster - 4 VMs in total
Disable Servicedesk Plus dashboard tab
hello, is it possible to disable/deactive the dashboard tab for technicans? If not, is it possible to show only for every technican specific data? The target is that only the SDM has full Overview with the dashboard, but no technican. thank in advance Remi
Email Commands and PRTG Network Monitor
Hi all, I am looking into using the Email commands system with in SDP and our Network Monitoring software (Paessler PRTG). I am looking for a solution that would create a request if a alarm is raised on the monitoring software but then resolves or closes the request if the alarm is fixed. So the process would be Hardware fault detected Command Email sent from PRTG to SDP SDP raises a request with information from command Email Technician informed of new request - normal procedure Technician picks
Using existing ssl certificate with ServiceDesk
Hi all, I have been having a lot of troubles trying to get SSL to work with servicedesk plus and have eventually found a solution that I thought may be helpful to others. The information contained within this post draws on information provided by multiple sources including the FAQ from ManageEngine and external sites such as http://www.startux.de/index.php/java/44-dealing-with-java-keystoresyvComment44 by Stefan Reimer. The source of my particular problem is that I need to use a wildcard SSL certificate
Move techs to new domain
Due to Active Directory migration, our techs and end users will be moving to a new forest in Active Directory. I need to have existing requests (closed and Open) for both techs and users migrated to the new domain account when they log in. How best to do this?
Request created on-behalf-of
hi, Sorry may be this is a trivial issue but I don't know how to use the on-behalf-of feature. I am working on SDP release 9107 Please can you help regards Antonio
Turn Emails into Tickets
Hello, Our users are getting very security minded and are constantly forwarding us emails and asking if they are legitimate or safe. We want to track some of these emails to see if we are getting enough to A) block them somehow B) send out notifications to users of a large scale phishing attempt. We don't currently use any mail in functions. Email is configured, but we don't allow users to respond to tickets via email. I would like to have an alias setup say "isitsafe@mydomain.com" that users can
How to Edit Email to Notify field or Requester Details fields in my Request Template?
Hi, I'm trying to setup a template that will automatically set up an address to notify if the template is selected. To be specific about where I'm looking, in version 8.1.0 (build 8121), if you click on the Admin tab, then choose "Incident Templates" from the Helpdesk section. Then choose a template (in my case, I've chosen a pre-existing template we've created). Inside the template page itself, there is a section called Requester Details which contains a number of fields. I would like to be able
Bulk Importing Data into Manage Engine Service Desk PLus
Where can I get a download list of of these service desk import templates.,CSV with the correct field 1. Category and Sub Categories 2. CI relationship 3. Printers 4. Laptops 5. Workstations 6. Tablets 7. Switches and Router 8. ETC I would like to capture my data into excel but I cannot not seem to find the template or format of each of these. PLease assist me. Thank you
Custom P.O. printing using poprintpreview.html and additional fields
Hello, I have created and been using a custom template by editing poprintpreview.html, it has been working great but we need an additional field added to the print. the field is on the form, and can be printed with the original poprintpreview.html file, but when I use the {ADD_VALUE_E} or {ADD_VALUE_O}, but not in the new location in my edited poprintpreview.html. This does work for one of the added fields but not the other. I can see the data in the database in the custom fields. [UDF_CHAR1]. is
Automatically apply SLA on newly created requests
Hi, Is it possible to automatically apply a default SLA on all incoming requests without having to manually open and set the SLA on it? Thanks
Can you create a URL that points to a specific Task?
I'm trying to develop some work flows. Using the interface to navigate between the many tasks, projects, and requests (none of which are interconnected) is extremely slow. I find it MUCH easier to create book marks in my browser that would point to these items. How would you create a link to a Task? How would you create a link to a Request? Can you create a link to a Worklog?
Possible to remove the link from the request closed email?
Is it possible to remove the link from the email that gets sent out to the user when a request it completed? We don't have our end users setup to log into SDP to view their tickets so the link is useless and tends to generate more tickets along the line of "why can't I log into this site?" So we'd like to remove that link from the email but still have them notified that the ticket is completed. Is this possible or are we stuck with it?
ShoreTel Phone and SDP integration
Is there a connector/configuration that is available to hookup our current ShoreTel system with SDP? I'm looking to have the inbound calls route through SDP and create a ticket. I'd also like the pop up feature that is similar to what many CTI systems have. I'm pretty sure that ShoreTel doesn't. Either way, does anyone have any suggestions for CTI functionality with SDP? Any insight is appreciated! Mike
how to scanning cisco ip phone (303)
how to scanning cisco ip phone (303) ?
API Configuration with Zen Desk + Other workflows
All, Is there any other information out there regarding configuring APIs with other Help Desk systems, specifically Zen Desk? We had a department that went with Zen Desk because it's got ties with social media apps. I'm assuming these APIs are built in. I'm trying to get tickets that come in through our main support email address to switch over to theirs. I'm getting tickets that I CAN NOT (which is extremely irritating) automate a "close" due to limitations with SDP. Right now I'm having to send
Change Templete error
Dear All Seeking your support to solve below issue as I can't add more than one user per change role (ChangeApprover /Line Manager/ ........) Product Name ManageEngine ServiceDesk Plus 9.2 , Build 9201 & 9204 Database : MySQl & Postgre Update : tested on version and can add multiple user normally : 9.1 Build 9119
server change without database
Hello, We use Service Desk and I have to install it on a new server. The database is on an instance that is not present on the server even him. Do you have a migration procedure works? Romain
how to hide server banner info "Apache-Coyote 1.1" for the security reason
hello how can I hide our server banner information for better security? I could hide X-Powered-By: Servlet 2.4; Tomcat.................................... I added these tags in Server.Xml file (Tomcat Config) : server="MyServerrrr" xpoweredBy="false" the xpoweredBy tag is ok but the Server tag doesnt work and still is "Apache-Coyote 1.1" please help me thank u
Searching by who resolved ticket
Hello, I am wondering if there is a way to search by who resolved a ticket. I know you can search by who created, or group, etc. But I can't seem to find a way to search by who submitted the resolve. If someone could point me in the right direction that would be great. Thank you!
Dashboard Widget Customization
Please I need to know how to make the widgets on my dashboard show reports for daily and or weekly events, not for the entire events on the MESD+, also how do I customize my widgets
Advanced Analytics in ServiceDesk Plus
On most customer installations these days we're making sure that we configure the Advanced Analytics feature in ServiceDesk Plus. This has really helped our clients get to grips with the amazing amount of key performance indicator (KPI) information that is contained in their service desk. Setup takes only minutes and is well worth the effort. First off look for the 'Advanced Analytics' or 'Zoho Reports Integration' option in the 'Admin' tab: If you don't already have a Zoho account you wish to use
Advanced Analytics
Installed an on-premises version of Advanced Analytics in ServiceDesk Plus. But when I try to access it through a web-browser it shows an SSL error.
Email Script
Good day, I am a user of ManageEngine Service Desk Plus Enterprise and would like some advise on my Service Catalog. The workflows don't appear to be powerful so I would like to use the Field and Form Rules to achieve my objectives. Unfortunately the rules don't have the feature that I want as a default option. What I want is, that when a field value is changed on a particular field, it must email a particular individual to notify them than someone requested access while another field value may require
Auto response to email enquiry
Good afternoon All I am using ServiceDesk Plus 9101, we allow some of our users to email requests to the service desk, this works ok but how do I get the ServiceDesk to send an auto reply with the Request ID for their reference? Many thanks Eric
Send email initiaited by business rule with custom field from request template
Hi, We have a form in our request catalog with some custom fields like floor and building. Triggerd by a business rule I want to forward this information to a Technican by email. I want to use the email template from the business rule for this but it looks like as if the templates available in the business rule section are only the templates for incidents requests. Is there a way to solve this? Joost
How know current build on DB?
Hello Team Recently our server that is hosting our SDP was corrupted, however today we found a backup from MSSQL, we are trying to restore SDP but we don´t know the build of SDP. Can you share me the name of table where we can find the build info?, please. ASM
Can we remove the "Awaiting Approval" part in the Self-service Portal?
As we do not use the approval function of the ServiceDesk, can we remove the "Awaitng Approval" part under "My Requests Summay" section in the Self-service Portal? Thanks.
Assigning a request to an Asset
I thought there was a way to associate Incident/Service Request to assets. I look in the Asset section and choose a server and there is a Request Tab. But there is not a way or button to add requests. I then go to modify an Incident and/or Service Request and there are no options or fields to associate assets to the request. Need a little help here. Thanks
Custom Trigger - Technician as criteria
ManageEngine, Please, add "Technician" as criteria to Custom trigger. It's very important in my scenario and i think that is not so hard to do. I'd check, and no there "technician" in custom trigger criteria list: Can you help me, please? Thanks SDP 9.1.1.2 MSSQL Windows Server 2012 R2
Custom Triggers
I'm trying to figure out a way to run a trigger against the ticket that triggered it. For example, if a ticket comes in about a user getting locked out of their AD account I want a custom trigger to run a script that edits the category and subcategory of THAT ticket. I could have the script edit a ticket I specify with the {request_id} parameter but I don't know how to make the request Id dynamic. Here's an example for adding a time log to a ticket: $inputData = @" <Operation> <Details> <Worklog>
Change status when Support Group changes
Is there a way to change the status of a ticket to 'Open' any time the Support Group changes?
Show IP address Reuester
Hi everyone, Is there possibility to show the IP address Requester of which create request? Regards, Paul Mroczek
Convert incident to service
Hi, Is it possible to convert multiple incidents at once?
Removing Portal Usage section
Hi all, I would like to not visualize the "Portal Usage" section (see attach). Using this topic ( https://forums.manageengine.com/#Topic/49000005691347 ) I have removed the "Watch this Portal usage video", but there is anything like "SHOW_PORTALUSAGE_TO_USER" in the GLOBALCONFIG table. How can I do this? Best regards, Sutot
Request closing issue
Please i need help. We enabled automated close on request closing rules, and it reopens the request if the requester reply the e-mail. The problem is that when a requester configures a automatic reply the request can not be closed. how can i solve this?
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