ManageEngive ServiceDesk Plus not working. Event ID 7024
Our server installed windows updates over the weekend and following the reboot the ManageEngine service starts and immediately stops. We are getting the following error from Event Viewer: "The description for Event ID 7024 from source Service Control Manager cannot be found. Either the component that raises this event is not installed on your local computer or the installation is corrupted. You can install or repair the component on the local computer. If the event originated on another computer,
Auto Share Request to Requester user
Is there a way to automatically share request to a requester user? There are instances that the technician is not available so the other person in charge who only is a requester,resolve a request. How can we automate the sharing of request of a specific ticket?
SAML Login
Hi, I am trying to configure SAML authentication for ServiceDesk. After configuration I am able to login using my IDP, however instead of email id the login name and display name both appearing like - uuida3d76f75-0172-11a4-b01c-e172d25d1b04. I have tried configuring NameID with display_name, email, name, but got the same result. Do I need to make any further changes? Regards Arunava
Report for time to categorize request (or time to assign request to a tech)
Need report for all requests to see time to assign technician to a request. Because of call-center technicians, they are to slow to work with the requests, I want to create an SLA for them, but I need to see a time needed them to assign a tech to a request
Reports showing wrong numbers in Asset Explorer 6.7.0 Build 6706
I have configured customer reports in version 6.7.0 Build 6706 and they seem to show very different numbers. Total number of our assets are 159 and the reports showcase in few thousands. Has anyone faced any issues as such before ? This is seen for all custom reports.
[SDF-41561] Preventative Maintenance Task Email Notifications
I need help with getting the Preventative Maintenace Tasks to notify via email when they are generated. The weird thing is, I can add the "Email ID's to notify" field when creating the service template but when I got to create the PM schedule, that field is gone. Any help is appreciated.
How to set time zone globally for all users
Hi, In my location time zone is correct but day light saving is incorrect. Because of that I had to off day/light saving from server time zone and set time manually in spring and summer season. Now in SDP, I can't set time zone as globally. Without this feature all time fields in SDP are one hour ahead (+01:00). I see these links: https://pitstop.manageengine.com/portal/community/topic/global-settings-time-format-time-zone-date-format https://pitstop.manageengine.com/portal/community/topic/change-timezone
[SD-87014] Bring back IE 11 support
Being in a healthcare setting, my users deal quite a bit with government websites to perform their job duties. All of the domain workstations have IE, as well as Chrome installed, but since the majority of the users need to have IE set as their default, this is pushed out via GPO. I've actually had to 'break' Edge from opening up due to Windows continually trying to 'strong arm' their browser to be default. While Edge is trying to be a replacement for IE, a lot of websites still hasn't fully adopted
Importance management does not appear in Servicedesk,
Importance management does not appear in Servicedesk, and at the same time it seems to me that this affects SLA management because option appears blocked in the forms too
How to assign two or more technician to one request OR divide one request into two or more request?
Hello I have a question about ME SDP. How to assign two or more technician to one request OR divide one request into two or more request? Thanks in advance!
Import users from Some sites AD that only connect to the Internet
We are a holding company Some subsidiaries have separate, separate Active-directory(AD) Our only connection to those companies is through the Internet. What is your strategy for importing users from those companies Active-directory(AD) into Service desk?
Notify requester by e-mail when there is a new reply from technician
Hi there, As the subject says. When a requester create an incident, a technician will get notified of the new request created. Then the technician will reply to that same email say from their Outlook. Problem is, while the reply is added as part of the conversation of that request, the requester never gets notified AND the field [Responded Date] is not updated, which will poses a problem with regards to SLA. When the requester reply's via email, the technician gets a notification email. but not the
Fail mail server settings configuration (O365 Enterprise account)
Hello to all, we have experienced problems to configure a O365 Enterprise mailbox into Servicedesk Plus (test server). We have created a jssecacerts file and we have copied to jre\lib\security directory but after we hace configured POPS, servicedesk has username/password error. We have checked that username/password is correct. Could you give us any clue to resolve this configuration issue? Our installation is SDP 11.1.14 with SQL Server Thanks in advance
[Term of the Day]: Failover
Term of the Day “Failover” Failover is the ability to automatically switch to a reliable backup system, database, server or network, when the primary system fails with unpredicted system or component failure. Failover is an integral part of any business disaster recovery plan, the failover process involves the heartbeat sensing mechanism, which sends a signal between the primary and secondary (backup) devices. The heartbeat signal is usually configured for a predefined amount of time. Whenever the
Delete departments
Hi, I want to delete the unused departments from the department list. It is now very messy. When I tried to delete departments, an error saying that it is associated with other modules in the system. I understand that there might be some users, requests, modules associated with the departments. So how could I find out what are associated with the departments and how can I disassociate them and finally delete the unwanted departments? I am running SDP Enterprise 11.0 build 11000.
[Term of the Day]: Phishing
Term of the Day “Phishing” Definition — What is Phishing? Phishing is a cybercrime of deceiving people into sharing sensitive and confidential information. The term ’phishing’ is derived from the word fishing, because criminals are setting out hooks to "fish" for usernames, passwords, credit card information, network credentials, and so on from the "sea" of the Internet users. This attack is usually done by posing as a legitimate individual or organization via phone or email, cyber attackers
Does anyone have PowerShell API V3 examples?
I am looking for some Custom Trigger scrip examples written in PowerShell ´for the new V3 API. Much appreciated. /Rasmus
Make new field mandatory in Worklog with pop-up message
Dear, I have added new field named ”Service Provided” in the Work Log form Additional field. How can I make this field mandatory, is possible to come with pop-up like below?: Thanks,
Time Elapsed Analysis
I would like to create a report for all tickets for the last months with how much time the Techninian spent on each ticket status for all groups The time spent on Open The time spent on In Progrss The time spent on Assigned The time spent on Resolved When I open the ticket the tab "Time Analiysis" shows that I want it in a report. for all groups Thanks in advance,
No option available to Add image for Service Category
For Service Category, there is no option available to add an image for selected category. These are Custom crated category as well as for default. I have attached two images how it look for Requester and how Service Category Customization page where we cannot find option to upload the image. Is there any workaround or option to achieve this? Thank you
Multiple tickets from same client
Hi, I was wondering if anyone had a solution, I raise a ticket in a 3rd party support desk, when they respond it opens a ticket in my support desk. The issue is if they respond to the same ticket it doesn't update my one, it just creates another ticket.
Unable to view incident and service tickets at the same time
We have users that handle both incident and service tickets, however only the incident tickets are visible. When I convert a incident to a service I no longer see the ticket in my view. Can both types of tickets be made visible? Sal
[ForYourInformation -37] Exclude IT Assets from scanning
During our consultations, customers often come up with a requirement that they do not want certain IT Assets to be scanned during the asset scan. They had to manually delete the unwanted asset entries from the application every time after a successful scan. Solution: 1. You can move those to Expired or Disposed Asset state, this will still have entries in the application. 2. Add the device name or its IP address to the exclusion list. It is a tedious process that requires a lot of effort and also
Change Requestor to Technician
I'm doing a trial right now of SDP and I imported all of my users from AD. However, I can't seem to find an option to change a requestor to a technician. I've looked through the documentation and the quick start guide, which shows a button called "Change as Technician", but it looks to be an old interface and not the current software release. I don't see any similar button anywhere on the current release page. Anyone?
Mandating Resource Questions after converting Incidents to Service Requests
Hello, I'm trying to enforce the capture of some data on service requests and use that data to mandate certain tasks or fields. This data can be entered either by users (when the SSP is launched in future) or by technicians who are processing the requests. At the moment, 95% of our requests are generated by e-mail and start life as a default incident request. Here is a simplified example of the Field & Form Rules (FAFR) on my Service Request Template: On Form Load Mandate Fields (x2) - Group - Resource
[Term of the Day]: HelpDesk Report Tool
Term of the Day “Helpdesk Report Tool” Helpdesk Report Tool connects to the database of the application gets the data for every module and presents the data in a meaningful way to users. The tool extracts and displays the data in charts, graphs, tables, and other visualization formats. Report tools are highly sophisticated and developed in collaboration with businesses of various sizes. RT will be suitable for any type of business which requires reporting features and data analysis, allowing managers,
Project Owner
Hi, Does anyone know why as a Project Admin i cant set the owner to anyone other than myself?
ServiceDesk Plus ESM with more than one instance integrated with Analytics Plus
Hello Support, We currently have the following scenario: ServiceDesk Plus v11116 with DB MSSQL 2017. We have two instances: SDP TI and SDP FACILITY. We also have Analytics Plus 4500 integrated with ServiceDesk Plus. I see that only the instance of SDP TI can be integrated with Analytics Plus. Is there an opportunity to integrate the other SDP instances with Analytics Plus? We need to do the statistical analysis with Analytics Plus for the other instances (SDP FACILITY) of ServiceDesk Plus ESM. Regards,
[Term of the Day]: HTML
Term of the Day “Hypertext Markup Language” Definition — What is HTML and its purpose? HTML is an acronym that stands for Hypertext Markup Language. It is the standard markup language for creating Web pages and describes the structure of a Web page. HTML consists of a series of elements that tell the browser how to display the content. When working with HTML, simple code structures (tags and attributes) are used to mark up a webpage. For example, we can create a paragraph by placing the enclosed
[Tips & Tricks] Customize ServiceDesk Plus the way you want
Before finalizing on customization: Do research: Look at other portals your organization uses, or your organization's website to see what design appeals you and what colors and images best fits you. Keep your potential users in mind: Of course , we want the portal to match your personality. But never lose focus on how our design will speak with the customers. How should you customize ServiceDesk Plus: Keep in mind that ServiceDesk Plus comes with preconfigured design language, which means it comes
How to make SQL query to ME SDP database?
Hello I want to use SQL query to ME SDP database in order to get customer report. As i understand, ME SDP uses Postgre by default, which sdould run on port 5432. I used netstat -n on ME SDP server, but i don't see anything on port 5432. How to check what database is being used by ME SDP? How to connect there? Thanks in advance!
[SDF-51303] How to prevent task schedule by some technician
Hi, I wanna to add task to some technician and I don't want to access technician for change schedule time. How to prevent task schedule by some technician? Thanks for helping
Custom Contract Report - include "Users to be Notified" column
I would like to create a report for the Contracts module and include "Users to be Notified" as a column. Below is information from the Health Meter: Build Information 10.5 Build 10513] Database Properties: Database Server SQL Server Database Host AURSQL01
Upgrade 10.5 to 11
Do you have a manual or video with the instuctions to migrate from version 10513 to 11113? i tried but gave me the error of API's
Change bulk Requester of requests
I want change requester of a few requests in bulk, Is'it possible? we have 1000 requests and I want change requester of them in bulk
Problem Template
Hi, I understand there is a plan to have the Problem Templates enabled so we can customize our Problems ? Do you know when this is likely to occur ? We are looking to hide some of the fields as they simply have no use, so any advice would be appreciated. A
Add attachments to Request via API?
How I can add attachments to Request through API?
[SD-87956] "Insert quote" adds a blank line
When I'm editing a request's details or notes, if I select some text and use the Insert Quote formatting option, it adds a blank line above the quote, which I always have to remove. Could you please change it so that it doesn't add the blank line? I can't see when it would ever be helpful to have the blank line added.
[Term of the Day]: FCR
Term of the Day “FCR” Definition — What is FCR? FCR is popularly known as "First Call Resolution" or "First Contact Resolution". The term is self-explanatory, in a Servicedesk sector handling a user call and resolving the issue in a single interaction, without the user having to follow up or contact ServiceDesk again for the same issue is referred to as FCR. It is one of the important key performance indicators (KPI) to measure agent performance, customer experience, and operational efficiency.
Cannot Restore Backup
I'm attempting to restore a backup of build 9121. I'm following the steps here: https://pitstop.manageengine.com/portal/kb/articles/how-to-restore-your-data-in-servicedesk-plus After I select yes to restore data to the production build, it appears that the restore starts but it stops after just a couple of minutes. I don't see any pop-up confirmation. I can see in task manager that there is no activity with the restore process. After this happens, I cannot log back into the Service Desk. I can
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