Email replies to Notification email
Hi, at the moment if the technician assigned to a call is SD+ replies to notification alert from SD+ about a call assigned to them, SD+ will log it as an email from a requester in the conversation however the reqeuster is never notifed. Is it possible for SD+ to detect the email is sent from the technician assigned to the call and forward it to the requester as if the technician had used the reply feature in SD+?
Asset won't get imported into Service Desk
I have installed the .msi for the asset explorer agent on a laptop in our environment. For some reason, the asset does not want to get imported in the list of other workstation assets. In the past we have been installing it from group policy which has been working on machines up until this certain device. I see the application installed on the workstation but I don't see it in the list of devices under the asset tab. Not sure why.
ServiceDesk Plus Notification Rule/Message Template linking incorrectly
Hi, Recent purchase of ManageEngine SDP Professional for our IT Help Desk here at work, and I've been setting up all the notification templates in the admin side of things. In trying to click 'Customize Template' associated with template "Alert group members by e-mail when a new request is added to the group", it instead takes me to the page with the default template for the one below it, "Alert group members by e-mail when a request is left unpicked in a group". The URL still reports the correct
Warranty Expiration information is not being transferred from Desktop Central to ServiceDesk
Warranty Expiration information is not being transferred from Desktop Central to ServiceDesk.
Required fields before assigning request
Is it possible to have required fields filled out prior to the ticket being assigned to someone? Our requests come into our service desk from an email where the are triaged by our help desk staff. What I would like is for the help desk staff to groom each ticket and fill out certian fields before the ticket is forwarded/escalated to another support member.
Question regarding the Requests page in Service Desk Plus
All, Seeing if someone could help us out on this one. We are using service desk for our main IT ticketing system. When a user emails the helpdesk, the ticket gets generated in service desk under the Requests page. You can only view the tickets that are unassigned when you select All Requests, Unassigned Requests etc.. We've used Numara Trackit in the past and with that we had emails being sent by users going to a triage queue, which only certain Technicians were able to view/classify tickets.
Enabling Active Directory Authentications in service desk
hello ! i am new to this forum. I installed ManageEngine 8.1 in test environment. I am able to import requesters from Active directory but when i enable self-service web portal to requesters and try to login with requester AD user and password, it not logging and returns the message username or password not correct and login screen pops again. What i am missing in the configuration ? thank you
Requester replies to email
If a technician sends an email from the request via the 'conversation', the requester receives it. The requester replies to the email - should the email update the conversation? Currently this is not happening Thank you
Contract ID
Dear any one can explain to me why the contract number is starting from one then the second number 301 ,302,303 etc
License Key is not copied to all Software License Asset
Hi, when I mark a software Received in the Purchase tab, if my software has a license key, the license key number is only on the first Software License, the License Key box is empty to all other software license. Thanks Frikdel
Update request using email command?
Hi, I did try to update ticket by using email command but it didn't work. I used @@ in the email subject then type @@Category=General@@, @@RequestID=xxx@@ something like this. Everytime i did it always create new request with new request id. It' working well with create new ticket with using email command but not for update. So please could you help or advice the way to update ticket with email command. Thank you. Sakarin N.
Workstation Change notification to technician
is this feature available in manage engine so that when a user tries to install something in his workstations manage engine should notify help desk technicians ? if so ; how should i configure it ?
scanning 64 suported software
Hi, The issue that we have is that when we scan 64 bits PCs, some software is not detected by Service Desk Plus as the software installed. I am ussing Service Desk Plus 8.0 buld 27. Wait for your answer. Ariel Gutierrez
Language folder
Hi, I installed the SDP, made some language changes on the config system. I made backup of the server and migrate the data to another server, but the language changes didnt come with the rest of the data. Can I backup/migrate the language changes on the SDP? How? Thanks.
Closing Requests with multiple tasks
Hi I setup an incident template which has 12 tasks to complete before the incident can be closed. I also setup a status called "Skipped" which is a "complete" status, the same as "closed". Although I have it set that associated tasks must be completed before the incident can be closed, I would like some of the task statuses to be set as "skipped" as there is occasionally nothing required for those steps. However manageengine doesnt seem to allow this?, the only status that allows closure of the
Removing Attachments from Contract record
I'm updating a contract with a new pdf of the actual contract. There is a pdf of the old contract in the Attachments list. When I click that filename to download it, I get an error "The file was not found." I want to delete that file name from the Attachment list. I Edit the contract, click the red X next to the file name and it disappears. However, when I Save the contract, the filename reappears again. It's as if the filename can't be deleted because the file it points do doesn't exist in
Archiving Data in Manage Service desk plus Ver 7.60 not working
I have scheduled an archiving for closed requests, But its not working. I have tried on different dates, But its not giving any response. Moreover, the backup scheduled have stopped working 6 months ago also. Is there any problem with my database
Crash in Inventory
Hi There I am using Servicedesk Plus build 8010 but everyday I have to restart services because Inventory is not accessible. This is becoming a real issue here and I would like to handle it ASAP. How can you help me? Please. Amir
Major / Minor Versions Grouping Issue
Hi, I've been doing an Adobe asset audit and made a Major version called "Adobe Acrobat" and then grouped all associated Adobe Writer products underneath it i.e. Acrobat Pro 6, Acrobat X Standard etc ... and then created licenses and associated with "Adobe Acrobat" which all looks fine. When contacting our purchasing department who use the "Purchasing" module they're not happy as "Adobe Acrobat" isn't a useful reference for them for their invoices after they drilldown to a vendor and select the
Software Licenses
I have a software license that was accidently associated to a wrong software title(product). I am unable to delete this license because it is asociated with a Purchase Order. I obviously can not delete the PO since it has been approved/paid and closed already. How can I correct this situation? Thanks for the help Karen
One user on multiple assets. Duplication.
Hello. Sorry for my English, translated with help of an interpreter. Scan multiple workstations and assign users. I decided to check for the presence of these stations enshrined users. It turned out that for some stations is fixed one and the same person, even though I assigned different users. When assigning specific user, who is also changed to another station. Help me solve this problem?!
Warranty information from Desktop Central
Why will SD not show DC warranty information?
Images in request sent by email
Hello guys, Being busy with images within SDP i stumbled upon something that i've been encountering for a long time. When someone sents a request to SDP through email, and i subsequently open that request, the HTML markup for that email seems lost: - All images are being shown as attachments, not inline in the mail itself as it should be. Is this behaviour expected, or can we get this quality of life functionality in the future so it preserves the mail markup as intended?? Or can i somehow resolve
mysql logon change domain on numerous users
Is it possible to bulk change the domain for a number of accounts? We have the same users in 2 domains, as we're doing a domain migration that will take some time to complete. The users are logging into domain A and their Service Plus account is in domain b. Can I run an update query to change the domain? What is the mysql login and port? ken.stoner@nasg.net
Failed to communicate agent - Service Desk Plus
Hello to all, I have a machine that cannot be scanned from the server , and no such request is logged in the agent log file. However , if I select 'New Scan' , enter the IP address of the affected machine and scan that , the agent log file 'logs' that a scan has been requested and made. Of course , this is not ideal , as I now have 2 machines which are technically the same listed on Service Desk Plus. Does anyone know how I can correct this eg remove all machine details from server , and then re-add
[URGENT] Server / Workstation name
Hi, I'm scanning the servers by Agent and it is giving me the FDQN name. example: cockpit-server2.shp-domain.com I need to change that name in order to let people understands what it means. (Like 'Messenger Sever', 'Backup DB Server'. But When I change it's asset name, SDP cannot scan anymore(it requires the administration ID and password) its system and new workstation gets added by Agent. How can I change the server's name and keep it(and keep scan by agent)?
SLAs violated, but no SLAs are in place
I'm going through setting up the basic configuration for our Service Desk. I notice that now whenever I set a priority to a ticket, I get an error message that says my SLAs have been violated. I haven't set up SLAs just yet. How can I fix this? How are the SLAs connected to the priority? I've attached an image to show the error flag. Thanks.
cannot shutdown ServiceDesk Service
i am trying to shutdown the Service so I can perform an upgrade. However when I try to shutdown the service nothing happens. I copied the contents of the shortcut into a command prompt and I get the following Error: Java Virtual Machine Launcher Could not find the main class. Program will exit.
Alert group members by e-mail when a request is left unpicked in a group.
I checked notification rule : Alert group members by e-mail when a request is left unpicked in a group. and config notify after 0 days 0 hours 0 minutes , but after 6 minutes SDP the members of the group received an email. Can you explain why ?
Service Desk restore issues
Dear Friends, I have Manage Engine Service Desk server which fall down due to some issues. I installed the Manageengine Service Desk 8.1 and 8.0, i tried to follow these steps for Restoring the Data: How do I restore the backup data? The following instructions is to restore the backup data. Step 1: From the command prompt, go to [ServiceDesk Plus-Home]\bin directory and execute the command restoreData.bat. Choose the backup file while prompted and select OK. [ Screenshot ] NOTE: Please note that
HTTP: Status 404 - /HomePage.do/approval/Approve.jsp
Dear SD+ Support, We have a problem when approver users want to click link from email "Approval required for a Request". here is the link: "http://ina1ntas19:8080/HomePage.do/approval/Approve.jsp?ITEMID=26183&woID=26183&MODULE=Request&KEY=-967051531355680802404-9670515313556808024041672308425078928-1215761939" It seems the approval page is not found because user have an error like this in the browser: HTTP Status 404 - /HomePage.do/approval/Approve.jsp type Status report message /HomePage.do/approval/Approve.jsp
Reply Cut/Paste with IE - pastes an image?
Just installed the latest version of SDP (version 8.1 8121). Loving the ability to paste images into conversations and solutions. However we just experienced a weird issue. When using IE8 or IE9, when an HTML email is copied and pasted into a reply, the text of the email is pasted, but the system also pastes in a graphic screen shot of the paste text into the reply. It's the most unusual thing. I've attached a screen shot. It does not happen in firefox or Chrome. Anyone else seeing this?
Issue with the "all tasks" view
Right now, our technicians with dispatcher profile can only see tasks assigned to them. However, we want them to be able to see all tasks created by assigned to technicians in their site as well. This was working as I described pre-8121. On the other hand, I am not 100% that it is related to the update. Up until now; I checked that - Technicians can see all requests in their site - Technicians can only see tasks assigned to them - Technicians' access permissions are as in the screenshot - Technicians
Double name in technician list (while want to assigned the request)
To all it pros out there, I had a problem because there's 2 (same technician) in the technician list (while scroll down to assign the task- select technician)... I tried to delete this name from the technician list but one of the id still remain in the list (but not in the technician list)... please refer attachment. thanks
Attach Asset to Task
Is there anyway that I can attach an asset to a task?
How to login using command line SQL to servicedesk PLUS
Hi, I am trying to login to servicedesk using mysql root login from the command prompt. How can I do so. I tried the below login option: mysql.exe -u root -P 33376 ServiceDesk The error i get is: ERROR 2003 (HY000): Can't connect to MySQL server on 'localhost' (10061) Any inputs are greatly appreciated.
Incompatible database version?
Hi there, I tried to upgrade my 8116 ver. to to 8121 but suddenly failed. Now i prepared one new server to restore my database while i'm checking on the current server. Once i tried to restore the database from backup, nothing happen and now both my server failed to operate. somebody please help me. is it possible because the new version 8121 not support not very old database version (build no: 8.16).... many thanks in advance
Attachments from mail conversations.
Hello. We have a "Path for attachments" configured for non-default folder, but attachments from mail conversations being saved in default path. (ManageEngine\ServiceDesk\fileAttachments\Conversation). Thank you.
Can´t not remove system log
when i try to remove the sytemlog,. with the button "Delete all", servicedesk services is restarted. I have now, 1880349 records. As could delete these records ??. My system is very slowly
Spam filtter doesnt work properly
I have the following rule in our spamfilter: Drop e-mail when: Subject does not contain "[GDF ServiceDesk]" or "[MRM]" This suggest that e-mail with either [GDF ServiceDesk] of [MRM] in the subject will be used to create new requests and other mails will be dropped.
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