Group conflict with Business rule and Support Group Email.
Hi, 1.We have alerts configured to send from a monitoring application. Based on the requester, a business rule is applied which automatically puts this in the queue of the appropriate support group. 2.More recently, we had a different issue where the fix was to put the email address we fetch from into the 'Group Mail Settings' within our main service desk support group. Since this change has been made, all of the alerts from the 1st point go directly into the support groups which is referenced in
Exception while trying to send notification for Request ID : N Mail sending failed.
Hi, I'm getting this error Exception while trying to send notification for Request ID : N Mail sending failed. But there is no other information about it so I cannot find the problem. Is there any way to troubleshoot this? Please find attached the support file. SDP 9.2 Build 9232 OS: Windows Server 2012 R2 DB: SQL 2014 (version 12.0.2000.8) Thank you and best regards, Rodrigo.
Upgrade AE Agent
Dear support, We just upgraded ME SDP from 90xx to the latest version (9233) Is the AE agent that already deployed (1.0.17) still can communicate with the server..? Do we need upgrade to 1.0.22..? Thanks, Dedy.
Servicedesk plus
Hi: I got issues on the email address that mask as sender. I had updated the new email address in the admin pages, but the email alert send out still send with old email address. I tried restart the service but it still the same. Any method the change it in file level? Thank you. ChuSoon
Reclaim Old Ports
Good day, I have had some issues with our SDP and Desktop Central Implementation and we changed the ports a couple of times while fixing the problem. I now have three ports listening: 8080 My actual SDP 8081 An SDP login Screen with a different logo 8082 The Desktop Central Login Screen. I would like to disable SDP on port 8081 and move Desktop Central to Port 8081 because I would like to deploy ADSelfService on port 8082. How would I go about this? Thanks,
Mail Import geht nicht mehr - Zertifikate wurden erneuert
Hallo, wie und wo kann ich im ManageEngine HelpDesk das Zertifikat erneuern? Der Import vom Mails geht nicht mehr! Gruß Michael Thiel
Order and install flow feature
Good Day Manage engine community, I have a quick question regarding a possible feature or if it even exists. We are looking for something that not only does purchase order flow but goes beyond that with order installation and completion. Example: Customer contract is submitted --> Contract is approved --> Needed equipment is submitted via Purchase order --> Equipment arrives -->Equipment setup and ready for testing -->Equipment is tested and ready for deployment --> Equipment deployed at customer
ServiceDesk Plus and mail formatting
In the last 2 releases we have noticed the odd ticket will come in with no mail formatting. I have yet to determine if the original email is plain text, rich, or html. Have any of you come across this and had more success to solve the issue than I am having?
DST Update
Hi, Service desk time went back after 30 october summer time end. How to revert it ? (Not gmt settings, system time)
Date and Time Stamp Reply Emails
When you reply to an email it should show the date and time the email you are replying to was sent. This assists anybody reviewing the email to see quickly see when the email in question had been sent. This is similar behaviour to how many email clients work.
preventing duplicate approvers
We would like to automate some of the approvals in our service catalog. We plan to make use of the $DEPT_HEAD$ and $REPORTING_TO$ approvers. In some of our approvals we would like the approval process to go to a person's $REPORTING_TO$ and then to their $DEPT_HEAD$. However, in some departments, a requester reports directly to their $DEPT_HEAD$. Is there a way to check if the $REPORTING_TO$ and $DEPT_HEAD$ value is the same and then skip one of the approval steps? Thanks for your assistance.
Field Project Code to Request list
Hi everyone! Is there any ability to get field Project Code from Project to Requests list? Now in request list is field "Project id", but unavaliable using another field from project.
Dock Quick Create
Good Morning! I apologize if this is a duplicate ticket but I did search and didn't find one. Is there a way to dock the Quick Create window like it was in the previous version? Thank You! William
Multiple checkbox field
Hi I need aditional fields to create a template. I need multiple check box selection fileds for my new template. I don't see any option to add multiple ckeck box... Do you have any advice? thx.
Server Core
Is it supported (or even possible) to install ServiceDesk Plus on Windows Server Core editions?
Query Report to export all details in Request Catalog templates.
Hi Team, Please help us to generate a query report to export the names of all the Request Catalog template along with the Category, Sub-Category, Group, Priority, Site, Level for each of the templates. Application details below: Database Name = MySQL@ @Database Version = 5.1.50-enterprise-commercial-pro-log@ @Current Build = 9224@ Thanks Ratul
Can you customize this Requests layout
Is it somehow possible to customize the layout of this "requests screen". As in, change the way its set up, adding categories, moving description - just to make it look nicer. As you can with the Email auto notify and such.
Can't open module Task and Worlog on ServiceDesk Plus Android app 3.0
Hello, I can't open module Task and Worlog on ServiceDesk Plus Android app 3.0 Any ideas?
New options related with creating request.
Hello, Could you consider following suggestion as a new feature requests (service desk plus)? 1. After I click on 'add request' button I would like to see message like this: adding new request in progress. In same time, template should be hidden or inaccessible. 2. Message of error should appear, also when necessary fields are unfilled or wrong filled. In this situation, template should be also inaccessible. 3. Wrong filled or unfilled fields should nbe marked by other colour.
Technician Activity Report
Hi All I would like to run a report per Technician to see what they have done whilst that have been logged into SD+ We are currently using SD Plus - 9.2 Build 9227 I can get reports on tickets closed and logged, but I need the detail relating to the actual activity while the technician is logged on, some of these activities could be - adding notes, replying on tickets, re-assigning tickets to others, etc. Main reason for this is that we have a number of remote Technicians and I need to ascertain
Help with report query
Hello, I'm trying to find a canned report from SDP but I am not able to find the report that I need. I'm looking for a report that will list ALL workstations (non server) and also list RAM, CPU (cores), and HDD. Can someone help me out? thanks!
Asset Management - Cleaning Up None scanned Assets
Hello there, For all of us out there, which have a large pool of laptops, workstations and thin clients, its great to pull up reports, as long as they are up to date with Asset Info. Yes, SD does go to AD and update new assets and puts them into the Asset DB, but how can I get rid of ones which have gone !!! Is there a sync where if I delete in AD they disappear in SD ? Or do I need to go One by One and remove them from SD ? Can I suggest that in future, if any asset has not scanned successfully
Email settings saved successfully. But an error occurred while trying to check connection with mail server – Problem connecting to mailbox.
Hi Everybody, We have a problem using the setup of Mail Server Settings : All settings looks good, server name / ip address - user - password etc ... Another topic said that the best with a Exchange 2007 server is using the POPS Email type (995) If i type a telnet command line on our helpdesk machine to the mail server : telnet mailserver 995 > the connection is established but when i want to save my configuration on the Mail Server Settings (servicedesk), i get the message : Email settings saved
Out of hours email
When a ticket is raised out of hours is it possible for an email to be sent back to the requester with information about out of hours protocols. Thanks
Logon problem via AD authentication
Hi all, i have problem with Active Directory(AD) authentication. I imported all user from Active Directory. Now 99% can't connect to SDP via domain authentication - get error that login or pass incorrect. I'm sure(100%) that pass and login correct. What's wrong? i checked 'Enable Active Directory Authentication'. regards, the_script
Searching incidents only returns 1000 results
We had this issue with a previous release when a search only returned the first 1000 results, we've just upgraded to the latest build and its happening again. Someone remind me how to fix this so we can either get all results or the latest incidents rather than the oldest ones
Adding notes issue on Version 9.2 Build 9232
Does text with format is not longer allowed in notes? I can´t save the notes added from a htlm source using copy/paste. It only works if I type in plain text.
Good Day
Good Day is there a way to change the Resolved Status from Completed to in Process. Thank You
Mobile App Notification
Good day, We have SDP Enterprise and make use of the mobile app. The app however does not seem to be able to issue notifications. Is there something that we are missing? or If it is not a feature where is this in your roadmap? Thansk,
decommisioned IT Service
Hi, we are in the process of creating IT services in ServiceDesk Plus. The plan is to relate the IT Service objects to the Business Service objects. And also to relate the IT Service object to the software object that then again runs on a Server. This is really just straightforward. But how to administer IT Services that has been decommissioned? I now Assets can be decommissioned, but how to decommission an IT Service? Once an IT Service is decommissioned it should still be visible in ServiceDesk
upgrading Service Desk Plus 32 to 64 bit
Hi, Is there a detailed guide with steps to upgrade SDP 32 to 64 bit? What are the requirements if any? Is there any licensing changes for 64 bit version? Thank you.
E-mail attachment stripped with ampersand
We can submit/upload attachments that include the ampersand symbol and they show up in the request, however if we try to forward that attachment from within ServiceDesk Plus, the attachment is stripped. Other attachments come through just fine. Please advise
SLA
Hi i want to ask is SLA Working if the Request Status is Changed to Resolved? is it Possible ? Thank You
Purchase Order - Additional Fields "Cost"
Is there a way to move a Purchase Order Cost Additional Field? I need to add Recycle Fees to the Purchase Order but need it to be Taxable. Same as Shipping Cost
this page cant be display
Working to enable https with keystore intall procedure, Self Serve Plus broke. Start up shows like this: This page can’t be displayed Make sure the web address http://localhost:8888 is correct. Not able to trace the root cause to revert it back. Please advise,
Godaddy Ceritifcate installation on Linux machine
I have received .pem file from godaddy which need to be installed on the ServiceDesk on my linux machine. I need to go to https using .pem file certificate. Please help me out on this.
Explicit Deny Permission for non IT Roles/Groups
I have several non IT groups who are either now using ServiceDesk or who would like to start using it. One issue I have is with our HR department. they would like to intake requests; however, I cannot isolate their tickets under the current security model. It would be nice if there was an option, perhaps in roles or groups to explicitly deny access to tickets owned by certain groups so I can protect privacy issues relaed to grievances, FMLA, etc that would otherwise be exposed. It is not practical
Looking for the source table of the Foreign Key of TemplateID in Submodule Service Template
Dear all, Reference is made to the print screen below. Could you kindly tell me which table is this template ID Referring to? Kind regards, JS
Mandatory category before assigning
Hello all. Scenario: Before assigning a request to another techician, field "category" must be filled in. That is, if no category is chosen, it is not possible to assign the request to another technician. Is this possible somehow? Best regards Jens
Cannot Close Request With Non-Mandat Field action on the item
Hi dears I use Non mandate field rule to create request and set this rule on my Item, but when i want to close this request announce that item have to be filled to close. when i select my some subcategory in the form they dont have any item and i should disable and non mandate item field but when i want to close request item is the mandatory filed. how i can solve this?
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