Several mail account for input
Dear sir, I need put several email accounts, for inbound emails... I don't have problems with this... but when I send to one of these address, the ticket is open with the main address... For example... I have configured in email inbound settings address1@mail.com address2@mail.com When de requester send an email to address2@mail.com... the ticket is opened in the field "To" with address1@gmail.com and not with the address2@mail.com Can you help my. Best Regards.
delete
how do I delete this program?
Update on support for Internet Explorer ( IE Browser )
Hi Users, We started phasing out support for IE 6,7 and 8 from July 2015 ( starting from SDP Build 9101 ). In one of the upcoming builds in Nov 2016, we will be completely removing the support for IE 8 and below. From the same build we will start to gradually phase out IE 9 and IE 10. As of now all features will work in IE 9 and IE 10. Any new feature that gets released from now on will not be tested in these browsers. Complete support for these browsers will be removed by the end of Jun 2017. IE
How to increase the survey rate
Hi, All, After close the tickets, system will send a survey to users ask them submit the feedback, but fewer users submitted, about 16%, I want to increase the survey rate, any suggestion about this? I know which tickets have not been submit the survey, but I don't know how to re-send the survey link to users, I think many users are missed the survey, need remind them once more.
Service Desk Plus MSP - Incident Additional fied use in SLA rules
Hi, I create a additional field in incident model for a account, and I need to use this field in Service Level Agreement rules. How can use ? Best regards, Bruno
Sending Notification Failed
Hello, Sending notifications or replying within ticket stopped working on SDP. Email server and connection / configuration do not report issues. At first inspection of the log file it show problem with a now wrongly formatted SSL request. Attached support file
Drop down lists not working in builds later that 9218+
Hi I've noticed a bug which is introduced with SD with builds greater than 9218 using Internet Explorer 8 on Windows XP/2003. Drop down lists do not work properly. When a user clicks on a drop down list, it does not accept the selection. The only way I can select an item from a drop down list is via the keyboard. Yes I'm aware that IE8 is not supported but we are unable to upgrade a majority of our endpoints due to XP being a requirement to operate machinery. Installing an alternative browser is
Service catalogue - Possible to have Approval Groups in workflows, except individuals?
Dears, I would like to know if it's possible to have approval groups, instead of individuals, when configuring Service Workflows. Within my organization, we have three different types of approver: 1) Hierarchical (the Dept_Head and Reporting_To variables you have) 2) The Service (CI) Owner 3) Specific Approval group From what I've seen only 1) is implemented in SDP. Is there a way to implement the two additional ones? Examples: 2) In order to Request installation of a specific software, the CI Owner
Customized Report
Dear support , I want create report contains this columns Software Name , PC name , Current PC user , Site of the PC Can you send Query For this Report
Unassigned technician
hi, Good Morning , is there any option to Unassigned technician , because some time the technician assign the request under the specific technician (XXX) no need to allow the technicians to assign the requests to this technician ,when assign the request the system change the technician from XXX to Unassigned. I already check the business rolse but no option to add technician. Best Regards
Remote Control Not Working on Chrome/Win7
cDear, The RC feature is not working on chrome on win 7 PCs, wondering if this is a setting related issue or if everyone is having the same problem. From a Win 8 PC(tech's PC), using the same browser works just fine establishes a connection, though the Remote control popup doesn't Chrome being our default browser, RC is either not used, or a complicating factor having to switch to another browser. Sincerely,
ADDING ROLES
Hi, I added role to Field & Form Rules: when Status = Closed than my custom field becames mandatory. Why this rule is not propagated when I close the ticket by pressing Close Reques button at the top menu? is it possible to added a role like mine at the button 'Close'? Thanks
New user request report
Hi everyone, Just wondering if there is a report that can tell me new users (imported from AD within past month) and any incidents they have created in that month. The idea is to improve new user support so we'd like to report on how many requests they are creating when they join our organisation. Thanks, Daniel
Unable to delete attached documents for assets
Hello - Currently we are unable to delete attachments on assets. When you delete the attachments and then refresh the page they appear again. I've updated the server to the current 9.2 9228 version of ManageEngine ServiceDesk Plus and then reindexed the databases but we are still unable to delete the attachments.
Service Catalogue
We seem to be having an issue with a form that was working for over a year now with no issues. All of a sudden if someone completes the form and hits the "Add Request" button the screen resets the form. No error popup or anything. We tried going to the app log on the server but that was not helpful at all. Any ideas on how to fix this?
Junk Notification Filter - feature request
Hi All, We receive newsletters and do not want ServiceDesk to answer about what request has been recieved. But same requester can sent to us technical incident. How can we add to filter some additional criteria like "description", "To"? Thank You.
Different UI
Are there any different UI's we can choose from? I see there is SDP On-Demand, but is that not something that can be hosted on-site? Is it separate from regular Service Desk plus or is it something I can enable or upgrade to? We are using Your Version : 9.2 Build 9224 We would like a little more clean UI and easy to use without having things redirect to a new page - specifically interested in this feature of On-Demand: "Single window confinementMultiple window pop-ups might create a lot of confusion
Disabled AD accounts as requesters
how to make disabled Active Directory accounts do not appear in the list of requesters?
API request field for Change Plan Approver (Manager or Above)
Is it possible to update the Change Plan Approver (Manager or Above) field via an API rest service call? If so, can you please relay the parameter name? Thank you in advance for your assistance Mike
Bulk select requests and print them as individual pages SDF-23235
We submitted a feature request for a bulk select and print for the requests each as individual pages, as if you did them one at a time from Print Preview. Our technicians move a lot of equipment, and print them individually then tag the devices with the request information on it, then it s passed around techs as well as locations. It is very time consuming to print each one individually. This would be a great time saver for us. Please vote up if it would help your organization too!
Variable Not Populating Correctly in Notification Email
We have a field called job title with a corresponding column name of UDF_CHAR48. When we use the variable in the notification email template, the value doesn't populate correctly. We get a number instead of what's supposed to be in the field. The picture below shows how it is set up:
Notification Question
Hi, We want to be able to notify another team and e-mail recipient when a certain type of Service Request using the Catalog is raised. What is the best way to get a Service Request to automatically create another Service Request for another team OR Notify an e-mail recipient when created ? (We can only see Technicians). Any advice would be appreciated. A
SDP didn't turn up after complete installation in RHEL 6.6
P { margin-bottom: 0.08in; } A:link { } Dear Support Team I have installed the SDP in RHEL 6.6 in user log in ( non Root). Got the below error [senthilnathan@sftblr-14 bin]$ sh run.sh Not exists ================================================================================ JBoss Bootstrap Environment JBOSS_HOME: /home/senthilnathan/ManageEngine/ServiceDesk JAVA: ./../jre/bin/java JAVA_OPTS: -server -Xms128m -Xmx512m -XX:PermSize=64m -XX:MaxPermSize=128m -Dprogram.name=run.sh -Djboss.server.type=com.adventnet.j2ee.deployment.system.AdventNetServerImpl
Having requesters in two domains
is it possible for Servicedesk to import requesters from two domains? we recently merged, but we're not at a stage to move everyone to one domain, so the two domains for each organisation exist. We'd like to have users from the other organisation be able to use ServiceDesk - will it support a second domain for logins?
Assgning a non login technician as an Implementer of a change
Hi All, I have a feeling that a non login technician is only able to be notified of information and cant contribute to actions in the servicedesk? I ask because when we assign a non login technician as the implementer of a change, when they use the non login url in the email they receive, they can only view the implementation tab and not actually input any data or close any tasks etc. please can anyone confirm this is the case many thanks Russ
Service Catalog Approval
Hi, Do you know if there is any way you can configure approval so the user can choose who the approval goes to ? We have a Service Request but our AD does not have a reliable entry to their Team Leader as reference, and in some cases they're on holiday so another team leader needs to approve it. Rather than adding a stage of approval with 10 team Leaders on it and disabling the all approver function..... is there any way so we can get the approval to use the contents of another field (Like we use
Detailed report
Hello, Can someone provide me with a query code to generate the following report: ASSET_NUMBER USER_NAME OS ASSET_TYPE DEPARTMENT LOCATION ASSET_CATEGORY LAST_PM_DONE_DATE HOST_NAME USER_ID USER_POSITION PURCHASE_DATE RAM HDD SYS_SPEC Thanks
Technician - forward-reply to the ticket
why technician can only forward the ticket to an other technical and can not answer? As it happens to the creator of the ticket. Thanks
Application startup error
Hi, I am facing the application startup error in asset explorer. please rectify the same. C:\ManageEngine\AssetExplorer\bin>run.bat "Inside Change JRE" =============================================================================== . JBoss Bootstrap Environment . JBOSS_HOME: C:\ManageEngine\AssetExplorer\bin\\.. . JAVA: C:\ManageEngine\AssetExplorer\bin\\..\jre\bin\java . JAVA_OPTS: -Dserver.dir=C:\ManageEngine\AssetExplorer\bin\\.. -Dprogram.name=run.bat -Djboss.server.type=com.adventnet.j2ee.deployment.system.AdventNetServerImpl
Automatic scanning
Hi there, Just wondering and maybe proposing an idea. Is it possible to trigger a import users function using an external script (pref PowerShell). We currently have the import AD users timer on 1 day but it is to slow. We would like it to run either just before a user is created or on the hour. Regards, Willus
Refreshing a Test System
Hi, I was just wondering if you could validate something for me. We have two Service Desk Plus systems running the same version of software, a Live and Test. Each use a separate SQL Server as reference. We've made changes to Live since this was setup and now want to refresh our test environment so the config and data of Live are replicated into the test environment. Will a simple Full Backup of Live, and then Restore establish this ? Obviously we'd need to make sure the Webserver port and Database
Bulk edit assets to update location
I need to change the location of multiple assets and the only way I can currently see to achieve this would be to create a report of assets and export to xls/csv and then update the spreadsheet to use for import. Is this the only/optimal way? Thanks.
Keep me signed in not working
Hi, Running ver 9227. The tickbox 'keep me signed in' is not working properly. It will sometimes remember my login after closing the browser and sometimes it will not, and I have made sure I am not dumping browser cache. I have been able to re-create this issue in both chrome an IE and it is happening for multiple technicians. Using AD authentication, not using SSO. Please help.
Not able to import Software CIs through CSV or creating them manually through the web interface
Dears, I've tried through several ways to add manually software into our CMDB, in specific Software (parent) and Applications (child). We use other systems for the network discovery and would like to chose only specific CIs to manage and grow from there. How can we add more software and applications? Kind regards, JS
Synchronization Issues - OpManager/ServiceDesk
We are still having issues with the synchronization between OpManager and ServiceDesk. Last night we updated both services to the latest revisions, OpManager v11600 and ServiceDesk v.9.2 b.9229. This morning we checked ‘Notification Profiles Triggered’ in OpManager and the alerts do not appear to be automatically raising tickets within ServiceDesk.
Last logged in user date/time?
I know I can get a report showing the last logged in user as well as the last date when the asset was scanned. But how do those pieces of information relate? Is the last logged in user the name of the user who was logged in when the scan occurred, or the last user to have logged in prior to the scan? Thanks, Jeff
Latest SDP release v9229 supports custom fields and service catalog for Analytics Plus
Hello there! The latest ServiceDesk Plus release v9229 is now available and supports custom fields and service catalog for Analytics Plus. By integrating with this build, you can view these data sets in Analytics Plus during the SDP sync. Now you can create reports and dashboards, based on this newly available information. Resources Read me document is available here. Latest service pack for ServiceDesk Plus can be download from here. In case you wish to download Analytics Plus, use this link.
mail added to a incident or service request
Hi, is there somewhere a option to add a mail to a certain incident or request? I would like to be able to send a mail to servicedesk with the request no in subject field, and the mail should then be added to the specific request, instead of creating a new. Is it possible to configure this in Servicedesk Plus? Best regards Thomas
Creating a ServiceDesk report showing the SLA compliance and violation trend using Analytics Plus
Creating a ServiceDesk report showing the historical backlog trend based on priority
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