Converting a monitoring tools alerts into tickets
Hello I would like to to convert our monitoring tools into service deskplus tickets using the Rest Api , can any one help me ?
Problem with Title Field from Incident Template
When I create an incident template, I have problems with the title field. When I save a template, the title field disappears and the subject field is not displayed correctly as shown in the screen shot. I cannot remove the title field without messing up the way the fields are displayed. It's very odd.
Modify Project Management Template
In Admin Menu i cant find a option to modify template for new project, is posible? Version SDP 9.0
Service Desk Standard Edition Feature
Hi, I will like to find out information about the following; Does standard edition integrate with Active Directory How many technicians does it support How many nodes/users does it support. Regards, Bisi.
New Status Creation - Change when someone responds to ticket
Good Morning! I apologize if this has been answered somewhere else. We have created some new Statuses for our ServiceDesk Plus Free edition. Called Waiting on User or Waiting on Parts. Is it possible that when a user responds to the ticket that it will then change the ticket back to Open again instead of these that we have created or the OnHold status? We are running version 9.1 Build 9114.
Migrating from MSSQL to MySQL
Hello everyone, We are planning to migrate from a Microsoft Server 2008 to a Linux server for ManageEngine ServiceDesk Plus and so I'd like to ask a question. Whenever I google I only find the migrating from MySQL to MSSQL. What I am looking for is the opposite: From MSSQL to MySQL. Could someone help me out with this? Kind regards, Rick
SDP Questions for Mail Server settings and AD Integration
Dear SDP or any other member who has previous experience in these issues, Our company that I work for have just downloaded and installed the standard version of SDP. IT staff and the manager like it very much. We have some issues though. E-mail settings for fetchin incoming e-mails to our helpdesk address works fine through POP protocol, on port 110. We could not make it work with IMAP, port; 993 (secure), with SSL enabled to accept certificates. Anyway, the incoming e-mails are working fine but
Notifications are not sent by e-mail to the users in the copy.
In the notification rules, the "Send notifications by e-mail to the users specified in the copy when creating new application" selected.
REST API: assets
How can I get all the assets from a specific type AND which has the 'Asset State' 'In Store'. What is the unique and constant value for an asset. The asset name can be changed, thus how can I use the API with the ID of the asset, in order to be sure I am working with that correct asset even if the name changes. Example. External application X queries an asset. Person A changes the asset name in the web interface of service desk. Application X now holds a value of an asset which in theory is
Email to create a service request @@SDP@@
Hi, I use @@CATEGORY@@ and other @@info@@ in email to create a service request. All the fields on the web form are populated right. But the Description display all @@Content@@ in it. Is there any way to filter these information out? Thanks, Harry
SDP CI Info and windows
Afternoon all, In our organization we use the "Model" section under Windows System Properties to display our client image version. I'm just wanting to know if there is a way to add a simple code that will pick this up adding a "Workstation - Additional Fields" or "Asset - Additional Fields" and putting that respective code in the "Default Value" box. picture attached for more clarification (the picture is not from my org)
Survey Results - User satisfaction level
Hi, Lately we've been receiving bad scores due to our users selecting the upper rating, which means it is rated as 'bad'. They often think that that option is considered a 'good' rating. This has become a topic between our IT managers. Right now, we have "bad" at the top and "good" at the bottom. Our question is if we can change this to good at the top and bad at the bottom. I've read someone's post from a few years back but I can't find anything else. Is there a solution to this problem? Kind
Can you please provide "technical architecture datagram on Manage Engine implementation "?
Hi, I need technical architecture datagram on Manage Engine implementation . ManageEngine SDP Enterprise 9.0 build 9048 Mohammad Golam Rabbany Proud Customer of MESDP
Email fetching is failing because SDP cannot delete the email from the server
We have a particular email that keeps crashing fetching. The error says that SDP cannot delete the email from the mail server, and that we should manually delete the email from the server. However, my IT team tells me they cannot find the email on the mail server, so we cannot delete. We are then in an endless loop, because every time we restart fetching, SDP fetches the same email and then crashes on the delete part. No other emails make it in. Please help! Diana
Asset Management
Morning all, In asset tracking, currently when a CI sits in assets its displayed as *computername@domain*. When scheduled scanning is run and the workstation name or config is changed the old CI is tagged as *computername@domain*_old, Is there anyway we can make all the _old just get removed from the asset pool instead of getting tagged with _old? Cheers, Willus
Mobile Device
Dear SDP team, Could you please tell us when we can use the App's Application for Requester
How to link services from service catalog to CMDB?
Hello I added services in service catalog but they don't appear in CMDB services list. Then I tried to add services in CMDB, but they appeared in service catalog as service categories. I have managed services in service categories and cannot link them to CMDB services. Then I want to link concrete CIs to direct services. Can you tell me is it possible?
Cannot delete Sites
Hi, I imported Requesters from AD, but then I found mistakes and correct them in AD. (I want to import this data later, after clearing all departments and sites) I deleted all requesters, departments and sites, but some of departments and sites left. Error is Department is being used by a module. Hence cannot delete it. I don't know which module uses some of departments and sites. There are no more requesters and no technicians except me. Can you tell me how can I delete all of sites and departments?
Search results paging fails
If I search the forums and get back more than one page of results, clicking the Next button results in a page with no more results, but the Info icon and the message, "No record found for catalog task" Thank you, Geordon
Use of Business Rules & E-Mail Command
I've been asked about using business rules to automatically assign from tickets to groups. I've done a few basic ones and they work great. I have one now that I think might be able to be done using EMAIL COMMAND parsing .. well .. if that does what I think it does. We have a logon GPO that runs a detection script looking for "fingerprints" of several Crypto Locker type infections. When it finds one it sends an email to SDP with a canned subject line .. so I can key off that .. the part I'm looking
How do I include all the notifications to the close ticket email
On the close ticket I want to include all the ticket information just like the Print Preview does. On closing the ticket I want to be able to show the requester all the info on that call. Is this possible...? Many Thanks Dave
*ERROR: relation "servicereq_901" does not exist
Good day. I need help. We testing ServiceDesk on Unbuntu + Mysql 9106 release After good test we want make ServiceDesk at general work system Create virtual host and install on Windows 7 + default postgre base with 9106 release After recovery base from mysql to postgre we have problem - "BackUP" don't work.. Wats wrong we do? In command line sign: - "cd c:\ManageEngine\ServiceDesk\bin" - "backUpData.bat" Starting.... 03.09.2015 16:24:00 com.adventnet.servicedesk.server.utils.SDDataManager setStandAlone
Service Catalog Usage
We have spent a fair amount of time developing out service catalog templates. We would like to only use service catalogs instead of Incident request. Is there a way to disable all incident request in the system, including the default. We would also like to know how to set up the approval process for a service catalog request based on the Group that the request has been assigned to. In other words I want separate approvers based on the groups. Thanks,
Notifications to requestor
Hi Team, In ServiceDesk Plus there is possibility to Acknowledge requester by e-mail when the request is updated. I'm looking for possibility to minimize such notifications to one only for the first update of the request. As soon as request is updated more there shouldn't be any notifications send to requestor. Can you help me with this? Where I can configure this? Currently, if this option is ON requestor receives a lot of mails for even some small changes and I need it to be only 1. Waiting for
How to add manually created site for requester imported from AD
Hi Team, Currently, when I'd like to change site for requester who was imported from AD I can see only site which were as well imported but there is no site which was manually created. Is there any possibility to change the site for this requester through Edit option? If not, maybe you can tell me where I can do so? Thanks a lot in advance! Anna
Get Request List by Requester from API
I accidentally posted this topic in the SDP-MSP forum, but I think I meant to post it here. Here is what I'm trying to accomplish: When there is a problem with our software, users will send an e-mail to an e-mail address that we have set up. That e-mail creates a new request/ticket in ServiceDesk Plus. When the user/requester logs in to our third-party student/faculty portal, they will have a section titled "Open Tickets". This is where I want to display only the ServiceDesk tickets associated with
Can content variables for Automated email message be modified?
We have some additional custom lines added to certain ticket type with our Service Catalog. These lines would be helpful to return in the automated email, to the requestor, when a ticket is closed. In the Notification Rules, Customize Template screen, is there a way that we can get these additional fields/lines to be available in the content variables scroll box? Or can they be referenced and included by adding the appropriate '$variable' to the content message? An even better solution would
Access Permission - Admin excluding stop timer and modify due time
Hi team, We need to setup an Administrator role with access to everything except to stop timer and modify due date. We have setup a role and selected permissions as follows, however, when the technician with this role logs in, the 'Admin' tab is not there. We are running version 9.0 build 9044. Can you help us? Thanks.
Change font color in requests list on Service Desk 9.0
Hi, I have an requirement to change font and icon color in the section where list of requests is placed. Any clue which css is that? Thank you in advance for your help.
SSL vulnerabilities
Please stride to acquire an A rating from https://www.ssllabs.com/ssltest/ As of now upgraded to build 8114 and see a rating of C. I'm sure most if not all of these vulnerabilities can be patched or avoided. https://community.qualys.com/blogs/securitylabs/2009/11/05/ssl-and-tls-authentication-gap-vulnerability-discovered https://community.qualys.com/blogs/securitylabs/2011/10/31/tls-renegotiation-and-denial-of-service-attacks https://community.qualys.com/blogs/securitylabs/2011/10/17/mitigating-the-beast-attack-on-tls
Set task owner on request create
Hello. Is there any possibility (custom script?) to set task owner in request when I have to set specific task owner to specific user group. For exmaple: Requester group: ERT Task name: Verification if requester group = ERT -> Set task owner (task name = "Verification") = AAA group if requester group = ADF -> Set task owner (task name = "Verification") = CCC group How Can I do it?
Error on site
Hello, I found error in page http://beta.servicedeskplus.com/html/adminguide/api/request-operations.html#Requests On Page <operation name="GET_REQUEST"> must <operation name="GET_REQUESTS">
jtds lib
Hello, SDP use jtds library version 1.2 but current version 1.3.1. I can update this lib manualy ?
Set technician to request while creating request via REST API
Hello! I have problem with REST API - if i have technician autoassing ON, I cant assign technician - <technicianemail> doesn't works. I can use <technician> but I have 2 technicians with the same name. Could you guide me how can I fix it?
Send notification to Alternate E-mail ID
Hi guys, I can't send notifications to Requester/technician Alternate E-mail ID. Is it possible? Thanks
Mobile Push notifications not working
Hey there, We have an internal instance of SD+ v9.1 (latest build 9100). I'd like to get Mobile Push notifications working and have configured notification and proxy settings as per the attached screenshots. Push notifications still not working - hopefully someone can help me out. :) Thank you! William
[API/Email] Adding another reply to ticket via API or Email
Hi, Im trying to integrate two seperate service desk systems - one ManageEngine ServiceDesk and another one (probably custom). The only way that I could gain this is via e-mail, but is not a problem for me to write some program in Java, which will fetch and parse incoming e-mail and put into servicedesk via API I need to achieve: - Same information on both systems in tickets (Priority, name, description) - Working replies (so when someone answer on MESD, system generates email and send to My questions:
Show requester login in Requester Details
We have user witch login not like login in email. Examle: requester id : ivanov Email: seller1@company.com "Requester Details" shoud contain Requestor Id visible to servicedesk agents. Who we can do this?
Technicians views
How do I reset a technician's views
Where has my topic gone?
It was waiting for Moderation?! https://forums.manageengine.com/topic/setting-up-email-configuration
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