Onhold timer doesn't work
Hi All We have an issue with Onhold timer. After upgrade to 9.3 version we found that the timer doesn't work and doesn't change status back to Open. Thanks Nikolay
response time doesnt stop
hi, when i assigne incident its doesnt stop response time before i dont change status from open to onhold. i want too stop response time when i assigne incident
Unable to Access Incident Templates
Cannot access Incident Templates from the Admin tab. Please see error screenshot attachment.
Service Request Task Assignment
Hello, I am building a service request that has multiple tasks in it and I am wondering if there is a way to automatically assign some of those tasks to the same technician that the request gets assigned to. Thank You, Steve
Project Template Issue
I created a basic project template to do some testing with. (Figure 1) When the templates site field is set to "Not associated to any site", it causes the template to default what appears to be the first site in the available list. (Figure 2) Figure 1 Figure 2
Encryption Hardening for ServiceDesk Webserver
Hello All, Here's my end goal... TLS 1.2 only. AES-256 Cipher ECDHE Negotion Can this be configured for ServiceDesk webportal SSL configuration?? Thx!
Problem with search in SDP 9304
Hi I have updated to the new SDP version 9304 and now seach function does not work in several languages. When I test Swedish and Norwegian and select to seach in request but search is in Solutions instead. It work when I select English and Danish. The same is when I search on Assets, the seach result is on Solutions instead I have this behavior on both production server and test server. //Peter
Is it possible to export the Solutions knowledge base of service desk plus?
Hi, I am currently running SDP 9.2 Build 9234 and I was wondering if it is possible to export the knowledge base located in the Solutions module?
How to drop Canceled changes from My Unapproved Changes
There’s a section of the Home page, called My Summary, that shows Requests, Changes, etc. There’s an item called Unapproved Changes where pending changes will appear. If you cancel a change, it will show up in this list and will not drop off. What needs to be done to get it to drop off the list? We shouldn’t have to get a director to decline the change in order to cancel it. I found this in the FAQ…. https://www.manageengine.com/products/service-desk/faq-change-modules.html When I submit a change,
Link or merge request
Can someone explain to me what exactly the difference is between "link requests" and "merge requests" When is which feature used and what happens
Navigating to Admin page redirects to https and does not connect
After the upgrade to 9301 and then 9302 we are seeing the following behaviour: When in: https://samplewebsite.COM/TechMatrix.do we click on Admin button it redirects to http://samplewebsite.COM/app and does not display the page. when you hover over the Admin link it shows the hyperlink as: https://samplewebsite.COM/app#/admin but does not go there. Please look into this.
Integrated Chat
I know this has been asked in the past, but is there any way you guys can add an integrated chat feature for Service Desk Plus? This would be a huge benefit to all of our technicians and users. I know other Help Desk software companies have added this already. This is a feature that has been requested for years.
DataRestore Failure to Test server
Hi, Am trying to do a data restore from production to test server in order to look at a upgrade issue. I am restoring to the same version (9213) but when I use command run.bat it failed on AdventNetServiceDesk Has anyone come across this before. I am doing a restore to test server as every time I do a service pack update it fails so trying to replicate the issue on the test server. I have also done the same upgrade path as live so installed full version 9212 and that started up fine, then updated
Mark Unavailability
Dears , I noticed that under quick actions Mark Unavailability the System Display other Technician Name & cannot be Changed. Your help is highly recommended. Thank You
Description mapping
Hello, I want to create some scripts in JS and I cannot find the mapping of the description. I am putting the script in something called request template. The subject can be found as per the attached file, but the description is missing. I want to edit the request using some particular words in the email content, but I really cannot find a solution. I saw in the customer triggers that I can use a JSON $COMPLETE_JSON_FILE---> Complete Request Object will be saved to a JSON file and the file path will
Reply's not beeing sent in IE11
I got a couple complaints from some admins. When an admin reply's on a request and click on sent, the reply isn't sent and does not appear in the Requester Conversations. In every case it is sent in IE11 we have build 9300. Is this a known issue?
Problem installation at Centos 6.8
Hello friends, I am trying to install SDP at Centos 6.8 Server but i have a problem. The package start the process but after a few lines the installation its stopped and go back to prompt. [root@bdh ~]# chmod a+x ManageEngine_ServiceDesk_Plus_64bit.bin [root@bdh ~]# ./ManageEngine_ServiceDesk_Plus_64bit.bin -console InstallShield Wizard Inicializando InstallShield Wizard... Buscando la Java(tm) Virtual Machine... . Preparando la Java(tm) Virtual Machine... .................................. ...................................
Agents no longer communicating with server properly
Agents no longer communicating with server properly. We have only 14 out of almost 900 endpoints successfully sending scan data via AssetExplorer back to the server. Here is an agent log from one of the failing machines: [03/17/17][13:32:27][AEAgent.cpp][66][INFO][7632] ::**************** Test AEAgent (1.0.24)Started. **************** [03/17/17][13:32:27][AEAgent.cpp][66][INFO][3748] ::**************** Test AEAgent (1.0.24)Started. **************** [03/17/17][13:32:27][AEAgent.cpp][70][INFO][7632]
Agent Remote Control for SDP
Hi, Can you please share with us if the remote control sessions through SDP agent is secured and encrypted or not? and does it use SSL?
What are User Groups used for?
I set up a couple of User Groups in my service desk but I cannot find anywhere I can use these user groups. What are they used for? /Patrick
Auto Assign not working the way we want
We use auto assign on incoming calls and it works pretty well for us. However we'd like to combine it with the calendar so calls are not assigned to technicians when they are unavailable. However the system seems to refuse to assign calls when the due by date falls within the period a tech is going to unavailable. Since all our calls come in with a default due by date two weeks away this means any technician will not get calls when they are due to be away in two weeks time, despite the fact they
Report for checked box of a resource
We have a specific report for our users to report security incidents. We needed to pull a report for all submitted requests for a specific topic. Can you please create a report for me that would gather all the results of a selected option? I have provided a picture of the options. DB: MSSQL Build: 9235
How can I export or create a report of all my services in Service Catalogue?
i want to show all my service catalogs and workflows, it is possible ? my version is 9.2 build 9218
Renamed / Reimaged computer fails on agent scan
When a computer is rebuild or re-imaged with same name, ManageEngine marks host as computername_OLD and is unable to scan again. Old asset needs to be deleted and rescanned again. Is this an issue that can be fixed? Agent Version 1.0.24
Some of Technician cannot resolve Ticket
Hello, We are finishing upgrade from version 9.1 into version 9.2. After upgrading, some of technician cannot resolve ticket, when editing ticket or changing status from resolution tab it says "Please input a technician". I attach some photos for references. Please help us as soon as possible, because we are running on production now, as ticket will always be created by users everyday onwards. Regards, Gunawan
APP for IOS 9
Do you have an APP for IOS 9 or newer in addition to Android 4.4 or newer?
ManagEngine Service Failed to Start After Server Migration
Hi So to give some background: - ServiceDesk Plus Build 9301 running on Server 2008 r2 x64 - SQL 2008 R2 on the above server is hosting the ServiceDesk DB. - Attempted to migrate to Server 2012 R2 x64, but keep the DB running on the old SQL 2008 R2 server. So stopped the ManageEngine service on both servers, ran the backup procedure on the 2008 machine, then ran the restore process on the 2012 machine. Once the restore completed ran the change DB server procedure and successfully connected back to
Requester Roles
I'd like certain requesters to have the ability to view the CMDB module in view only. Is there a way to do this?
License will expire
I have a free license for 100 technicians and am I getting the alert that the license will expire in 40 days. Reading the Forum I verified that the rules have changed and that the free license is being granted for only 2 technicians. Is it possible to renew this license we have for 100 technicians?
Android update
Hello, I had asked this question previously on the forums and was told that they are working on a fix. it is the dreaded ssl cert error when attempting to look at support tickets. This morning a new Servicedeskplus was pushed to my phone, but unfortunately there is no change or fix for this issue. Any date on a fix? Picture attached. Thanks, Don
Auto Pickup on Reply
Is there a way to automatically assign an unassigned request to a technician when they add a reply to the request. Thanks
New asset state with assignation
Hi, I wish to create a new asset state, that keeps track of user assignation. We keep our older laptops as spares for when a user that normally doesn't have a laptop needs one temporarily. Every time I create an asset state, the system won't let me assign it to a user. Basically, I want to copy the "In Use" asset state. Thanks Frédéric
Rule to close a ticket based on keyword/phrase in a reply or forward on ticket
Hi Guys, I was wondering if it was possible to create a rule on existing requests rather than when a new one is created, to say if the subject or description on the reply or forward to that ticket contains a keyword/phrase to automatically close it? For example in the case where a ticket was created with Request ID 765, after the ticket was created if i was then to mail the incoming mailbox from an external client like Outlook with the subject line RE: ##765## this can now be closed Is it possible
Disable requester notifications for new requests on support group email
HI Guys, Is it possible to disable notifications for a support group email address? So for instance if the support group email address was "supportgroup@domain.com" is it possible to add a setting somewhere to say if the TO address matches supportgroup@domain.com do not create notifications? Had a look in the "Notifcation Rules > Junk Notification Filter" settings but it doesn't seem possible to add an option for the TO address. Any help or advice would be much appreciated. Best Regards
Issue of Description filed after submit ticket
Dear SDP support I found issue after submit incident ticket. Please kindly see attachments below. At the description filed, it show "X value" 2 time.Could you please give me some suggestions? Note SDP : Version 9.2.41 Database: MSSQL 2008R2 Browser: Chrome Version 56.0.2924.87 and IE Version 11
Security issue with Active Directory integration SDP and authentication.
Hi We have discovered a security issue with ManageEngine Service Desk Plus. This issue is related to all releases of SDP, and has been reported to ManageEngine by email and acknowledged and verified by support. The support ticket id is 7500885 and was reported for SDP in October 2016. The Bug id is SD-61664. Since this Security issue has been reported, multiple updates have been released, without a this fix for this issue included. The security issue is that any user can log in to any other user's
Login fields are not accurate anymore
After the SDP update to version 9301 the login fields are not displayed correctly. It is only a cosmetic problem, but it looks not so good, als you can see in the screenshot. This should be corrected again. ServiceDesk Plus host is a Windows Server 2012 R2 in German, login website tested with FF 51.0.1 and IE 11 - same problem.
Report on Ticket Created by Department incorrectly shows "Not Assigned"
I'm running a Matrix Report on ticket created in the last month grouped by Department. Among the results is a "Not Assigned" line, however when I run a new tabular report to see which Requesters have a "Not Assigned" Department, the results show requesters whom I can confirm have their departments properly assigned.
Report on templates
Hi, Anyone know of a way to make a report that shows how many requests are based on each template? Like: Default Template: 1.349 New Employee: 45 RoboTech-template: 459 etc. /Rasmus
EMAIL NOTIFICATION RULES
We would like to configure email notifications to be received by specific Technicians and managers when a ticket has been closed or resolved. We are providing IT support to 7 sites/companies. We created two CATEGORIES a requester can select when logging a ticket - IT OPERATIONS and BUSINESS SYSTEMS. There is one manager for Business Systems and one manager for IT Operations. We have total of 20 Technicians – 13 Technicians for Business Systems and 7 Technicians for IT Operations. When a requester
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