Add the approver stage
Greetings, team. When creating an incident, it is necessary to add the approver stage for a specific employee through custom trigers. Tell me, can anyone have a ready-made script? Thks.
[SDF-60131] Notify VIP Requester when a new request is created
Hello, We currently have an email notification setup to reply to the requester once they have logged a ticket. I would like to exclude 'VIP' users from receiving the standard reply. I have setup a Business rule that sends 'VIP' users a different response. But at the moment they are getting both the standard reply and the new business rule reply. Please kindly assist. Thanks T
Error starting Manage Engine Service Desk Plus
Hi, I'm have installed Manageengine Service desk plus 10.5.13. the installation finished with success under root directory/Manageengine/ServiceDesk when o tried to run ./run.sh it throw the below [root@itca bin]# sh run.sh JAVA_HOME : /root/ManageEngine/ServiceDesk/jre SERVER_HOME : /root/ManageEngine/ServiceDesk DATE : Sat Sep 14 03:20:47 CEST 2019 Error occurred during initialization of VM java/lang/NoClassDefFoundError: java/lang/Object No error logs in the logs directory. please help
System Notifications
Hi I am using the change module and have noticed that my system notifications are not working. when a change is raised me as he change owner is not receiving an email stating it has been raised. I have checked the settings and all appears to be ok. I have tested it by ending a notification from the actions button and appears to be ok. It is just not working during the workflow. the workflow has also been configured to notify change owner during each stage.
upgrade getting failed while upgrading from 9317 to 9335
Hello Team, I'm Facing serious problem while upgrading and upgrade getting failed while upgrading from 9317 to 9335. Your Quick response will be Much Appreciated...
Problem with attachment in email
I have a problem,When I add a picture o document with a email for answer any request. I look this message " the value indicated for attach is not valid". The problem began since update for the version 10.5 Construir 10512. If anyone can help me as soon as possible. Thanks
Linux install pre-requisites
What are the pre-requisites to install SDP on Linux? I'm trying to install it on an Ubuntu 12.04 box using the console and all I get when I run the file after applying the permissions is the following: Initializing InstallShield Wizard... Searching for Java(tm) Virtual Machine... . Preparing Java(tm) Virtual Machine... .................................. ................................... ................................... ................................... ...................................
Send Email Notification Failed
Hi, I have a SMTP relay for Office 365, I have printers, Linux systems working fine with the SMTP relay, but I just deployed ManageEngine for the first time, I tried to set up the Email for this, but I'm getting an error, here is the log. Any Ideas, I know it says permission denied, but the same relay is being used in different systems and with the same email and they work fine. Caused by: javax.mail.MessagingException: Could not connect to SMTP host: 192.168.x.x, port: 587; nested exception is:
[SDF - 82209] How can I create a webform from template
I have a request and I have created a custom template. I have chosen Mode as Webform. But, the user wants to see this without logging into Servicedesk plus and create a ticket. He wants to use the webform directly like a URL that can be placed in our Intranet website and they can go and fill in the form and submit it. Can it be done?
Query to find duplicate requester records
Hi, Because of a change in e-mailaddresses some requesters are registered twice after AD-sync. I am trying to create a list of requesters with two records in the database. I have made a query out of gathered information from the forum to get a list of double records of users, so I can remove the . The query shows all users that occur > 1 times in the database. Only, I'm missing double records in the results. SELECT AaaUser.FIRST_NAME, AaaContactInfo.EMAILID FROM AaaUser INNER JOIN SDUser ON AaaUser.USER_ID=SDUser.USERID
[DidYouKnow -7] Best ways to track first response on requests
Learn different ways to track the first response made by a technician and stay efficient. Let's imagine a user is unable to perform an online transaction using his login credentials. He creates a help desk ticket without a mention of the actual error message. On noticing the ticket, the IT technician calls the user to gather more information on the issue. After he gathers the required information, he starts working on the resolution of the issue and forgets to update the first response in the application.
Rarely used licenses
Hi, How is the 'rarely used licences' (Assets - Software - Software Summary) calculated? My organization is looking for a way to gather statistics about rarely used software and i need to know how the data is gathered, calculated and how a license is classified as "rarely used". Also, is it posible to get data on how frequently a licensed software is used per user/computer?
SLAs - Marked Against Technician
Hi, If technician 1 has a call in there queue, which then violates the DueBy or FirstResponse SLA but then techician 2 then closes the call, which technician does the SLA breach get recorded against? Thanks Andrew
Report showing technician assignments
I need to run a report showing how many tickets a technician assigns and to who
User Management - Technician change from history
This report is to find who changed the technician on a request and how many technicians handled the request. To make any changes to a query, refer to the KB article below. https://pitstop.manageengine.com/support/manageengine/ShowHomePage.do#Solutions/dv/24000633501275 SELECT wo.WORKORDERID "Request ID",
wo.TITLE "Subject",
aau.FIRST_NAME "Requester",
ti.FIRST_NAME "Technician",
std.STATUSNAME "Request Status",
pd.PRIORITYNAME "Priority",
longtodate(wo.CREATEDTIME)
How to hide Request Properties from Requester in Manage Engine Service Desk
Hello, How i can hide the Request Properties from Requester in Manage Engine Service Desk, i just want to hide the Technician Field. Thanks
[DidYouKnow - 8] About Organization Roles in ServiceDesk Plus
Organizational roles help you configure different roles specific to various levels of the organization like CEO, CFO, COO, etc. Roles can be configured concerning a particular Region, a Site, or a Department. Configuring the Organization's roles helps
IT analytics in 90 seconds: How to effectively audit and monitor your asset inventory
Discover the assets that have not been scanned to ensure a thorough catalog of your help desk's assets using Analytics Plus’ reports. If you're not already using Analytics Plus, download your free 30-day trial today.
move database SQL to SQL 2016
Hi, I'm trying to move the database to a new server. I enter the new server name the user and password, and the connection establishment. But when I press save, he forced me to enter Master key, what is that?
How to query the ReportingTo variable value
I would like to list all the people that are required to approve Requests. I use the $ReportingTo variable for Approvers and would like to query who is behind the variable. We are using MSSQL.
Business rule notifications dont use the correct template
I have set up a business rule to notify certain technicians when certain SRs are raised. I have clicked 'edit email template' on the rule and inserted the fields I want in the notification into the template However when we receive the notification it doesn't include those fields or the correct text. I have logged with support but not getting anywhere!
[SDF - 82210] Private Group
Hi, I'm not sure if this is an existing feature request but if not can I please request the option of making certain support groups private? What I mean by this is that some of our support team deal with confidential information that shouldn't be accessed by other teams. For example leavers / sickness / dismissals. This information should not be accessible by other technicians. Currently the user roles only allow you to 'Allow technician to view': All All in associated sites All in group & assigned
startout.log file is huge. Do I need it?
On my production system there is a file at \\manageengine\servicedesk\bin\startout.log that is over 50 GIG. Do I need this or can I delete it without consequences?
move database SQL
Hi, I'm trying to move the database to a new server. I enter the new server name the user and password, and the connection establishment. But when I press save, he forced me to enter Master key, what is that?
Zapier integration
Hello, Is that possible to integrate Service Desk Plus with Zapier? They asking to go to https://zapier.com/developer/ for this, but it should be done by ME and not the customers. Thanks!
[Tips & Tricks] Spam Filter
Managing tickets and classifying them to an appropriate queue will be the basic task of any help-desk coordinator, along with this he needs to watch out the high priority cases and tickets from VIP users. The ticket allocating task gets challenging and frustrated when ticket count gets spike up in a short time, this leads to the chance of unnecessary ticket violation. The root cause for spike up will be due to tickets getting in a loop or advertisement mail's or irrelevant emails or undelivered
Field and Form rules with the Editor field
Hello, Any ideas on if it's possible to use the Editor field in any field/form rules? I don't see anything when looking at the list and have tried a few bits to see if I could force it, but no luck there. Just trying to setup a template for our HR team whenever there's a new starter but it'll notify the manager and they'll need to edit the request. Currently to raise the request they'll need to enter the manager's name in both a manager field (A resource field created for reporting purposes) and
Associate Problem to incident (roles)
Hello, I've set-up a Technician Role the following way: Having the Problems permissions set also to EDIT it allows Technicians to Search and associate an existing Problem to an Incident but also allows the Technician to fully edit the Problem. Is there a way to only allow Technician role to View Problems and associate their own Incidents without being able to edit the Problems (which i would live to the Co-Ordinator role)? Thank you
Feature Request: ability to add fields below Resource section
We're looking for additional enhancements for forms - specifically the ability to display/move the Description or other text fields BELOW the Asset Details section. Purpose is to improve the user experience when completing forms. In some cases we'd like the flow of the form to first have the user select/complete fields (Asset Details) and then enter some additional text (ie: special requests, notes, etc.). Alternatively we'd like the ability to create/insert multi line resource fields to accomplish
ServiceDesk Plus 10018 Released
Dear Users, SDP 10018 has been released and can be downloaded from the URL below, https://www.manageengine.com/products/service-desk/service-packs.html Behavior Changes SD-74666 : Create a PO without cost. SD-77489 : Option to hide contact support and license options to non-admins (under Help). SD-77488 : Option to hide the Jump to section for non-admin technicians if the corresponding tools are not integrated with ServiceDesk Plus (under Help). SD-68015 : Inactive sites will not be listed anymore
Accidental marking all users as VIP
Hi All, One of our Tech's marked all users as VIP. How easy is it to remove all users in a bulk action from been VIP? Regards, John
[SDF-40873] Dynamic group validating a custom field in AssetExplorer
Hello Support. We have AssetExplorer v6502 installed on Windows Server 2012 R2 with MSSQL. We have a custom field for assets called "MARCAS". We want to create dynamic groups of assets so that the assets are grouped based on the custom field "MARCAS". Is this configuration possible in the Asset Explorer console? Or is there a possibility that within the dynamic group criteria the name of the asset can be validated? That is, when the name of the asset begins with, contains or ends with. Regards. Rafael
Drag-N-Drop?
Hi, now and then we need to attach files and copy of emails from Outlook in our case and it would be nice if it would be possible to do this with drag-n-drop into ServiceDesk. Any chance this will work anytime soon?
Create/Update Contract from Ticket
Is there a script available to export request fields into a new or existing contract? We'd like to use the Contracts module for a business process but it currently is a manual process to add contract details. We'd like to use existing contract form fields and auto export the field data to a new contract or to an existing one.
Is ManageEngine violating GDPR by asking support logs containing personal data?
The current state of support logs contains first name, last name, and email address of the people within the organization using SDP system.
Forward EMail with Attachment Upon Ticket Submission
Hello I have a requirement for when a certain ticket is submitted with an attachment an email is sent to a number of recipients and include the attachment I have looked and this topic covers part of the request but not the inclusion of the attachment https://forums.manageengine.com/topic/sms-email-for-requestors-the-business Any help greatly appreciated. Rhys
[ForYourInformation -8]:New enhancement in ticket attachment feature
The limitation with ticket attachment in old versions Previewing and printing attached files in a ticket was impossible. Attachment drag & drop feature was unavailable. You cannot directly attach files in ticket description, you can attach files only by [Actions -> Add Attachments] In the newer build 10000, we have taken the above listed limitations in ServiceDesk as features. The key feature will be previewing attachments, it is a great way to save yourself time and effort. The nice thing about
Setting up BulkSMS
I'm trying to configure ServiceDesk Plus to use BulkSMS, but am receiving the message (see attached also): "We're sorry to inform you that there is a problem with your internet connection....." ServiceDesk Plus is working fine and we have no issues with the internet, any ideas?
Change Request stage: customizing /adding text to the impact tab under planning - analysis
Hi When raising a change request it has al the six stages. Un the planning tab there is an Analysis section which lists impact, Rollout plan, Backout plan, check list etc. Is it possible to rename the name IMPACT and/or add extra information as an example for impact: .
Business Rule - Change the Request status to Resolved from email body content
Hello, I need to be able to set a business rule where, when an email reply to a request comes in from a specific vendor of ours, and the body contains $$Resolved$$, that it changes the status of the requests to Resolved. I have a rule setup now where (To) is our vendors specific email address, AND Description contains $$Resolved$$. However it does not seem to work. I also tried where $$Resolved$$ was in the Subject but that didnt work either. Is Subject and Description looking at the email or
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