Send Email notification to user when assigned to a group
Hi Everyone, Has anyone done this on their SDP set up I want to create a business rule that when a ticket has been assign to a group - user will be notify? Also have we add the variable first name on the request template? i would really want that as our naming format is lastname,firstname which make it really weird is i used $requesterName on the request template. Sorry for the 2 questions. Request template will be something like below -------------------------------------------------------------------
ManageEngine Service Not Starting
Hi Guys, Having a few issues with our ManageEngine service not starting. We are currently running it on a Windows Server 2008r2 server and are getting the following error when starting the service: "The ManageEngine ServiceDesk Plus service terminated with service-specific error %%-1." Any ideas? Cheers
Unlock AD Account through ServiceDesk Plus custom menu with PowerShell script
Hi everyone, Played a bit around with and tried to learn how to use PowerShell scripts triggered by SD Plus. Result of this is the attached script which we now use, triggered by a custom request menu visible when using our "AD account locked" service request template, to unlock AD accounts. Will also use this as a template to create other scripts in the future. If you've got any scripts you already use, I'd be quite keen to learn what you're doing... Prerequisites to get SD Plus to run PowerShell
Repeated ID in Subject
Hello We have following in REPLY template (Re: [ID $RequestId] : $Title) I think it's standard. From second reply we have adding new RE:[ID ***] Every reply it's added What could be the problem? As example: RE: [ID 54432] : RE: [ID 54432] : RE: [ID 54432] : RE: [ID 54432] : Graph reques SD+ 9038 WIN
Notification failed to send
we are facing constant issue on notification failed when replying a ticket Notification failed on sending mail reply to a ticket License Info License Type = Registered Product = Enterprise @Name = Temesghen Shama Araia@ @Mobile Number = 50067786@ @Database Name = Microsoft SQL Server@ @Database Version = 12.00.2000@ @Current Build = 9229@ @32 / 64 bit installation = 64@ @Logged in users = 22@ @Zone = Asia/Riyadh@
Duplicate requesters when importing from AD - is it better to import or use LDAP?
Hi there, I have enabled scheduled import from AD but it keeps bringing in duplicates. I have seen the other post about this https://forums.manageengine.com/topic/duplicate-requesters-when-importing-from-active-directory and have similar issue with the domain showing for some so made sure that "Override user information based on e-mail ID" is enabled. What is the best way to link to AD so that new users are automatically created without it creating duplicates? I have both "Enable Active Directory
connect a solution to a request
I'm using the solution-database of se plus. But I need a link from a solution to the initial request. If I'm reading a solution I can't see which request is it based on. How can I find this?
Incorrect Requester Name For Incoming Emails
We use a third-party website to allows our employees to fill out forms and have the results emailed to SDP, which opens a request for our back office to complete. The problem I'm running into is that the email from our third-party website has the from address as such: btoy@nextierbank.com on behalf of nextierbank@csiweb.com So SDP is showing the requester as nextierbank, instead of the correct user btoy@nextierbank.com I've talked with our third-part website and they cannot change how they send emails.
iOS App Errors
A couple users have reported errors today when using the Helpdesk app on their iphones or ipads. The first one reported no usability at all. After reinstalling the app, he could get it working, but still an this error, which was also reported by another user. Can't attach a screenshot right not, but there is a red bar at the bottom appears when you open the app or perform certain tasks, but then hides after a couple seconds. It shows a message,"Module provided in the request is not supported."
ServiceDesk Plus & Jira Integration?
Does anyone have real life experience with the ServiceDesk Plus & Jira Integration? How have you solved the plain text password issue? Many thanks, G
Can headers be added to a change template in service desk plus?
I would like to build a template that have certain sections of the form separated by headers for the section. If this is a possibility can you please layout how to go about the process of building the header and inserting it into the Change Template.
Where to find agent version
How do I find the version of our windows agent so that I can enter it in the startup install script?
Project Management additional fields
We would like to see additional fields made available for the project management module. We need to track things like Group/Team, Funding source, Strategic goal alignment (multiple selection), Backup owner, risk score as well as others for project portfolio reporting purposes.
Seeking To Survey With ServiceDesk Plus
ManageEngine ServiceDesk Plus has it's own built-in survey option which allows for creating a series of feedback questions with graded user response and comments: One particular client was looking to obtain feedback from their user base but wanted to omit sending too many notification emails to the users. As the in-built survey had it's own, separate notification email this didn't really suit this particular environment. In addition they were also looking to create a slightly more graphical survey
Install SSL Certificate
We are having difficulties installing ssl certificate. Tried to install it using this guide and other guides too, but without success Your assistance would be appreciated
Login Log of Users
Hi dears I need to creat a report to know which users have been login to system with the time detail, how i can have this security report? Best Regards
Preventive Maintenance Tasks no working properly
Dear all, We use a several PM tasks here and the most are daily, they aren't working properly. We not did any change that can justify this issue. Thanks for your help. Regards, Felipe
How to change the local administrator password in services desl plus
Give CC'd Users the ability to View Tickets
When I CC a user on a ticket and send them the ticket link it says Request does not fall under your permitted scope. So you are unauthorized to update the same. How can I make sure that any CCd user on a ticket will have the ability to view the ticket as well, and not just the requester?
Email Notification for Unassigned Task
I would like to be able to set up a notification for when an unassigned ticket is service desk pro (Version 9.2 Build 9226). What I would like is that if a ticket sets as unassigned for 2 hours that email is sent to managers so that they can address at that time instead of waiting to discover that the ticket has been unassigned at a later time. I do not know if this is something that is available, but if it is I would like help in setting this up.
Notify Support Group (Not Just Technician) on Requester Reply
We would like to have the option within a support group notifications to have a notification email be sent to the Support Group when a requester replies to a ticket that has been assigned to that group. We would like this option to be within the Support Group notifications below: Send notification to group technician(s) when a new request is added to this group Send notification to technician(s) when a request in this group is left unpicked. Send notification to group technician(s) when a request
Backup not include Attachement
Hi, I have moved servicedesk to new server but now this not include attachement. Any idea? I attach SDPBackup log
Auto Assign to Site.
Hi. I was wondering if you can automatically assign a site to a request which is being received via e-mail? That is, so the technicians will only see relevant site requests? Kind Regards, Öllvir Sveinsson
Downgrading from a full version of manage engine to the free one technician version
Dear All, I am wondering if you could help? We are transferring our day to day running to another manage engine instance from next week so will not be renewing our specific licence, however we would like to keep the existing version in a 'look up' mode for audit etc. I notice that you can have manage engine installed for free as a single technician, this would work for us. Has any one attempted to downgrade their instance to the free version to preserve the data in manage engine and if so do you
Request Status Scheduler applies only to Onhold Status
Hi, ¿How can we configure the Request Status Scheduler to change to any In Progress status? Regards
Opening tasks by script
Hi, Is it possible to open tasks by fields and form rules (by script)?
Reports by Solution
Hello Everyone Is there any query or built in functions to, make a report based on request solved by solutions Thank You Best Regards
Mass reassign tickets
How can I mass reassign tickets to a different support group. As far as I can see I can only do 250 at a time however I need to reassign 1000's so is there an easier way to do this?
Field form Rule - change Management
Does the script function $CS.setDescription(""); work in change Management? I can't seem to change the text within the description with his technique like I can with the request based field form rules
Migrate from Spiceworks to SDP
Is there any easy way to do this? I do see some past forum posts about exporting tickets, though the replies are unable to be mapped as single replies, and the entire conversation would end up as the description of the ticket. We would like to move over, and make this as seamless as possible. We would need to move currently open/in progress tickets from Spiceworks and into SDP, and allow the conversations to be picked up from there - without a new ticket being created in SDP.
Specify Due Date on Import Requests
Good day, As an IT Manger, I regularly use Import Request when I have a large number of tickets that my technicians need to address. This works very well for logging new incidents or tasks but one field is not available that I think is important. Due date. It appears as though the intention is to import resolved tickets from other systems but this import also works very well for creating tickets in bulk but when creating tickets in bulk, it is often necessary to change the due dates as you cannot
Increasing height of drown down boxes
Hi, We've recently upgraded to Service Desk Plus 9229 and found that the drop down boxes have been improved. We have noticed that the reduced drop down box height requires that we scroll down it now, rather than have all options available in view. I refer to the Service Category box specifically. Is there a way to set or override the drop down box height in a request? Thank you
How to search for requests by requester?
In the advanced search is there a way to search for all incidents by a requester without having to pick the requester from a pick list? If you have 10 000 users, that's a lot of users to go through to pick the correct requester. Can I just type the requester name somehow?
Cannot load email reply from close request
When a technician resolves a ticket, the requester receives a close request via email. The requester can either close the request by selecting the close link or 'reply to this email to keep the ticket open' This reply gets logged to the ticket but will not load, when selecting the reply email the spinning loading wheel spins forever. Does anyone else have this issue? or can suggest a solution.. Many thanks Francesca
Assign Technician Based on Field in Request Catalog Submission
Hi, I'm wondering if it's possible to assign requests to a certain technician if a box is checked. I currently have an "On Form Submit" rule that executes: $CS.setValue("TECHNICIAN","Name of Technician"); if a box is checked. However, when I submit the form, the Request remains unassigned. What am I doing wrong here? Thanks
Attachment of 2MB refused by mx.zohomail.com
This is after sending a request for support in SD using a zipped support file of 2MB ------------------ mx.zohomail.com rejected your message to the following email addresses: ManageEngine Support Team (servicedeskplus-support@manageengine.com) This message is too large to send. To be able to send it, make the message smaller, for example, by removing attachments. mx.zohomail.com gave this error: MailPolicy violation Error delivering to mailboxes Diagnostic information for administrators: Generating
Due Date Authorization
Good day, I have set up service desk plus in such a way that all tickets logged with the service desk is assigned an SLA and consequently a due date. I have encountered a situation where a technician, who gets a financial reward for completing tickets within the SLA, changed the due date of an incident as it would have breached. Can you add Due date change authorization that where a tech wants to change the due date, it has to be authorized? Thanks,
Service Desk Plus won't start after database restore
We already have Prod environment running and I am working to stand up the test environment to match the Prod version. I took the Prod database backup. I installed Service Desk plus same build as Prod on a new Windows 2008 R2 server and restore the database from prod DB backup. The restore was successful but after restore the service desk stopped working. When I start the Service server it gets stuck at starting service desk service window and doesn't move any further. We are using POSTGRES on both
Deleting a Site
Hello, When i try to delete some inactive (grayed) sites it says its been used by a module. Documents says Requester, Asset, Request Template or Preventive Maintenance task can be associated and i checked all of them but there is not any association with. Plus i checked Work Hours, Holidays, Departments, Technician / Site Relations, Support Groups, Service Level Agreements, Business Rules and it seems not any association. How can i remove this sites from Site list? Best Regards,
Version of ServiceDesk - strange picture.
Dear Team! We are seeing strange picture after last update to 9229 build at /Support.do page:
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