Master Child Ticket Function
Hi Support, Is there any Master and Child incident function in Manage Engine. Example I've have one master incident for an Incident I want to close those child incident upon the master incident Regards, Vincent
Resolution email
Hi, I might be being blind but i cannot find how to change the default resolution emal template. I'm sure it used to include the resolution details but now it just shows the Ticket description and the subject is changed to "Resolved" there isn't even a link to the ticket so the end user can click on it. I've been through all the admin menus but cant find one to change this, Anyone able to help?
Manage Engine Service Desk Plus 9035 VS 9300
Hi Support, Appreciate you could list down the extra function between version 9035 VS 9300. Regards, Vincent
Manage Engine Service Desk Plus 9035 upgrade
Hi Support, I am planning to upgrade my Manage Engine to 9300. Appreciate you could list down the steps to assist me. Regards, Vincent
Project Permissions Question
What are the minimum permissions needed to link a request to a project?
25 max asset association to tickets -- Again
Hi guys, I am in dire need to be able to associate more than 25 assets to one ticket. Is there a setting in SDP that I can play with so I can get to 30+ asset association? Thanks. I can't give you a list of my equipment but it's there, and I need to put all the stuff on a number of tickets. Thanks
Incident Template - Field & Form Rules
I am trying to set some field & form rules to the default incident template. I have attached a picture on the setting I am trying to get to work. I have set the following rule: Rule execution: On create / edit Event: On field change - Category Conditions Site - contains - 24- (all sites are imported from AD, and sites that starts with 24- is Stockholm in this case) and Category - is - IT Services Actions Set field - Group - IT Stockholm (I dont get a drop down menu here...) For some reason this does
Support Group Owned By Issue
9.2 Build 9238 I have a few support groups where I want to change the "Owned by" to None or "Choose Owned By" since this field has a current technician it will not let me change it. I change the value to "Choose Owned By" and it simply defaults back to the technician name
Remote control agents and Chrome
We've been looking into using the built-in remote control functionality in SDP. When we initially tried to launch the built-in remote control application, we were prompted to download Java. Since we're using Chrome and it no longer has support for Java, we are forced to use IE. I was wondering if there are any plans to fix this in the future. We use Chrome for everything, and we would hate to have to use IE for one particular application. I tried searching the forums for this and didn't find much.
Number of Assets
The number of assets (workstations in particular) seems to be incorrect. If I manually scan for a machine (WK1) which does not show up on the inventoried list, it will scan successfully and be added to the inventoried list. The total number of workstations inventoried stays at the same number (17) and one of the previously inventoried systems (WK2) falls off the list. If I then manually scan WK2 it completes successfully, shows up on the list, total number inventoried remains 17 and WK1 no longer
Survey for users outside the domain
We have users from outside our domain that use certain systems provided by us such as VOIP phone systems. Therefore they have access to our Support Desk for service when it is needed. However when we close a Request for these individuals the survey link provided does not work for them. I am certain I am missing a setting here but not sure which one that would be.
Cant Login Android App
Hello, i have everything ready and API also ready but am getting login error ? but i can login via web with same server and login details
Domain Logon using old password
I have our ServiceDesk tied to our Domain, everything seems to have been working normally, however we have a 90 day password rotation policy, we are finding many users that after changing their domain password are unable to log in with the new password, their old one seems to work. So I re-imported all users manually from Active Directory thewn the new password seems to work. Now here's the kicker. The direct comms seem to work as when I type the password too many times it locks out the user on
Service Catalogue send automated mail via PowerShell scripting
Hello, I Create a PowerShell script than allows to send automatically mail to my requester with an attachment. My problem is that in "to"section it cannot take automatically requester's mail address. This is the script: param ( $json = "none" ) $jsondata = Get-Content $json -Encoding UTF8 #Encode if necessary $obj = ConvertFrom-Json $jsondata #Add Request fields values as needed $requester = $obj.request.REQUESTER $subject = $obj.request.SUBJECT $priority = $obj.request.PRIORITY $ticket
Active Directory Configuration Page
I'm getting the following error when trying to access the Admin/Users/Active Directory section. Is anyone able to help find out the issue? I already reported to the support team but no luck with their reply.
link for survey not sending to emails
When I close a case the survey mail is not the link of the survey, where I can configure so that the survey link automatically arrives when the user closes a case. Thank you
Duplicate Ticket in service desk
Hi Team, Does anyone facing this challenge? if any email is sent from A to B as <test subject>, after the ticket created another response from A on the same mail. the ticket will be created as <Re: test Subjet>. Regards, Chandru
Trouble with scheduled absence and backup technichian
I have scheduled that I will be out of the office on monday afternoon and I have marked a backup technichian. The new requests that anyone tries to give me are now redirected to my backup. That's because the SLA is set to monday afternoon. I have to change the SLA to another day to be able to close requests that I'm dealing with today. Why?
Issue with login on service desk plus Standard
Hi, i have an issue connecting to servicedesk plus standard edition with administrator login. I had enable AD authentication, when i logout form the application and tried to login again i have the message: "User name or password not correct" So, connecting via psql (i have postgress database) i have used the queries found on this forum to reset administrator login password. Seems that it works but when i try to access with local authentication i have again the error. "User name or password not correct".
How to change from local to domain authentication for default admin user?
Hi: I have change the name of the default admin name but I don´t know how to change the authentication from local to domain. Please, could you help me? Regards
issue with SDP
Dear support, PFA
Impossible sh Restore.db Servicedesk
Hi, I've tried to restore a database from the old server debian 8.5 32 bits to a new server Debian 8.5 32 bits .. but I didn't get any result. Can you help me ? I'm still looking for the solution. I copy the console comands here. I hope your answer as soon as possible, thx root@HD:/opt/ServiceDesk/bin# sh restoreData.sh -c /opt/ServiceDesk/backup/backup_postgres_9241_database_02_09_2017_19_15/backup_postgres_9241_database_02_09_2017_19_15_part_1.data *********************************************************************************
Failed upgrade (SDPLUS 9.2.0-SP-1.0.0)
Greetings, today we tried to upgrade our SDPlus installation (9.2 Build 9235) but the upgrade failed when we tried to apply ManageEngine_ServiceDesk_Plus_9_2_0_SP-1_0_0.ppm, the server starts using all the available memory then it drops back to the cli, this is CentOS 7 x64 installation with PostgreSQL 9.2 as db server, it has 4GB installed and 2GB free in operation: org.postgresql.util.PSQLException: Ran out of memory retrieving query results. 16-02-2017 02:57:24 PM [SYSERR] [Información] :
SDP Slowness
Anyone experience slowness like this? I have tired to change the Java Tuning but every time I change the wrapper.java.maxmemory above1024 my service will not start.
No settings Option on Dashboard
I read that there should be a settings option under dashboards to modify or create new dashboards. I do not see that option?
AD authentication failed
Hello guyz, I followed steps of adding users from our AD, the add was successful but when trying to log into SDP using AD authentication, it fails; although I have checked the “Enable AD authentication “option. Kindly assist, Brian B.
Technicain cant close tickets asigned to them
Hi Can some one point me in the right direction as I have set up a number of request templates for the request catolgue that the users are using but what I am finding is that they can not close their own tickets. Or when a ticket is assigned to another tecnician that they are unable to close their assigned ticket? Any help woul be much appreicated. cheers] Christina
Failed To Communicate Agent - error
Hai, With the Manage Engine agent, I cannot get the Service Desk server to Scan the machine. I get "Failed To Communicate Agent" , even though the Manage Engine service on the PC is running. I also disable the firewall in target PC. I did not get this path "HKEY_LOCAL_MACHINE\SOFTWARE\ZOHO Corp\ManageEngine AssetExplorer\Agent" from target machine. And i cannot find the agent port from target machine. Please help.... Thanks and regards Haris
Import bulk assets to Manage engine from Microsoft Excel
Hello, Please help me, How can do import bulk assets to manage engine service desk from Microsoft Excel ?. Thanks,
Pass-through Authentication issue
I'm trying to set up pass-through authentication on our domain. I feel like I'm on the right track, but something isn't right. I have the Computer Account created in AD, using the NewComputerAccount.vbs script. I can see it in the Computers OU. Whenever I visit the site, I get this pop up: This pop up only happens when AD and pass-through are enabled. If I turn them off, it goes directly to the "normal" login screen. Any ideas?
Survey link not working
Hi, I am encountering an issue with the survey link. I have included the variable $SurveyLink in the survey settings and have inserted the hyperlink as well, but whenever the email for the survey is sent out, it only shows as "http://ict-helpdesk:8080/$SurveyLink" I am using servicedesk plus build 9223. Thanks! Geraldine Legaspi
Sites not importing properly
Hi, We have manually setup all of the sites we have in our organisation based on the AD entry physicaldeliverofficename. When importing using LDAP requesters are added fine but Sites assignment remains blank. Any idea? Regards, Tom
How can I activate custom trigger when an email reply is received?
I have custom triggers than run when a ticket is created, but when someone replies by email I'd like to run another script. I've tried "When a request is edited" and "When a request is created" but neither triggers when a reply email is received and added to the existing ticket. Is this possible?
Forwarding ticket to helpdesk
If a user emails me directly and I forward it to my helpdesk email. How do I NOT have myself made as the requestor?
Time average.
HI Could someone answer my question about how does the time is calculated between open to resolved time excluding vendor and customer times? Thank you Regards !!!!
SDP V. 9241 - Flash Reports Aren't Working
Hello Friends, A technician brought to my attention that the Flash Report module is no longer working. We're using IE11 and have the latest version of Flash installed. Are you guys phasing out the Flash report module? We're using version 9241. Thank you, Ryan
Request Closing rules not working
We have a template with an additional field that we would like to make sure is filled out when the template is resolved. We have check marked the filed in question, on the closing rules. But when we resolve the ticket with that field left blank, it does not give us an error and changes the status to resolved.
What characters will be accepted when calling the API?
Can you tell me which characters are legal for the API to accept text input? Thank you.
NTLM Error - Adding Email Signature
Hi, I have two technicians who are unable to add their email signatures to SDP. They add the signature and receive an NTLM error. Anyone else experiencing this? We've tried Firefox, Chrome and IE. The same issue occurs. Thanks Terry
Cannot edit Support Groups (Sorry, an error ocurred)
I cant edit support groups, and as a result of whatever caused this some technicians cant create service calls assigned to these groups.
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